Manage Udemy

How to cancel udemy and claim your refund as a new zealand customer

What udemy is and how it works

Udemy is an online learning marketplace that sells individual courses and subscription plans across hundreds of subjects, from professional development to creative skills. You purchase courses either as one-time payments with lifetime access or enrol in subscription plans for ongoing access to course libraries. Understanding which type of purchase you made-and where you made it-is crucial because your cancellation method and refund rights depend entirely on this detail.

How courses are delivered and sold

Udemy operates through three main channels: the Udemy website (udemy.com), the Apple App Store (iOS), and Google Play (Android). Each channel handles billing, cancellations, and refunds differently, and this separation is where many customers get stuck. When you buy through the Udemy website, you manage everything directly with Udemy. When you purchase via an app store, Apple or Google becomes the merchant of record, meaning they control your subscription and refund eligibility, not Udemy.

The two main purchase types

Individual course purchases give you permanent lifetime access to that specific course-there is no ongoing subscription to cancel, though you may request a refund within Udemy's policy window. Subscription plans charge you on a recurring basis (typically monthly) for access to Udemy's entire course catalogue, and these plans must be actively cancelled to stop future charges.

Why you might want to cancel udemy

Before you cancel, it helps to know exactly why you are leaving, because your reason determines your best path forward. At Stopee, we help thousands of New Zealand consumers navigate cancellations each month, and we see four common patterns.

The main reasons customers cancel

• You completed your learning goals and no longer need the platform.
• You enrolled in a free trial and realised the courses or interface do not suit you.
• You intended a one-time course purchase but accidentally subscribed instead.
• You are being charged recurring fees but cannot recall signing up for a plan.
• You are switching to a competing platform or have limited budget.

If you recognise yourself in the last three categories, you may have grounds for a refund even if Udemy's standard policy says otherwise. New Zealand consumer law gives you powerful protection, and Stopee exists to help you claim it.

Your consumer rights as a new zealand customer

New Zealand's Consumer Guarantees Act and Fair Trading Act protect you when you purchase digital services like Udemy subscriptions. These laws override Udemy's internal policies in specific situations, and knowing your rights is the first step to getting your money back.

The 14-day refund right for subscriptions

Under New Zealand consumer law, you have the right to cancel a subscription plan within 14 days of purchase and receive a full refund-regardless of what Udemy's terms of service say. This is not a Udemy policy; this is your legal entitlement. If Udemy denies you a refund on a subscription purchased within the last 14 days, you can escalate the matter to the Commerce Commission or seek advice from Consumer NZ (consumeraccess.org.nz).

Individual course purchases and the 30-day window

Udemy allows 30 days to request a refund on individual course purchases, though they can refuse refunds if you have watched more than 30 minutes of content or exhibit patterns of refund abuse. This is stricter than the 14-day subscription rule, but it still gives you a meaningful window to change your mind.

App store purchases have different rules

If you bought your course or subscription through Apple or Google, you must request your refund from them, not Udemy. Apple and Google have their own refund policies (typically 14 days for app subscriptions), and they enforce these independently of Udemy's rules. Udemy cannot override App Store or Google Play decisions, so the retailer's policy takes precedence.

How to cancel udemy step-by-step

Your cancellation process splits into three distinct paths depending on where you made your purchase. Follow the correct path to avoid wasting time or losing your refund eligibility.

Cancel a web-based subscription

If you subscribed directly through udemy.com (not via an app), use this process to stop recurring charges immediately.

1. Log into your Udemy account at udemy.com using your email and password.
2. Click your profile icon in the top-right corner and select "Account" from the dropdown menu.
3. In the Account settings, locate the "Subscription" tab or "Subscriptions" section on the left sidebar.
4. Find your active subscription plan and click the button labelled "Cancel subscription" or "End plan".
5. Udemy will ask you to confirm cancellation. Read any retention offers (discounts or extended trials) carefully, then confirm the cancellation.
   • Pro tip: Take a screenshot of the confirmation page showing the date and time your cancellation was processed. This becomes evidence if you later need to dispute a charge with your bank.
6. If you subscribed during a free trial, confirm whether you want access to end immediately or at the end of the trial period. Select your preference and complete the cancellation.
7. You will receive a confirmation email from Udemy within minutes. Keep this email-it proves you cancelled successfully.

Cancel a subscription bought via apple app store (iOS)

If you enrolled in a Udemy subscription through the Apple App Store on an iPhone or iPad, Udemy cannot cancel it for you. You must cancel through Apple's App Store settings using the device or account that made the original purchase.

1. Open the App Store app on your Apple device.
2. Tap your profile icon in the bottom-right corner of the screen.
3. Select "Subscriptions" from the menu.
4. Find "Udemy" in your active subscriptions list.
5. Tap on Udemy and select "Cancel Subscription" or "Cancel Free Trial" (whichever applies to you).
   • Warning: Do not simply delete the Udemy app from your device. Deleting the app does not cancel your subscription, and you will continue to be charged.
6. Apple will ask you to confirm the cancellation and may offer you a discounted plan to stay. Decline if you want to proceed with cancellation.
7. You will see a confirmation message. Your subscription ends at the end of your current billing cycle.
8. Apple will send a confirmation email to the address linked to your Apple ID.

Cancel a subscription bought via google play (Android)

If you signed up for Udemy through Google Play on an Android device, cancel your subscription in the Google Play Store app, not in Udemy itself.

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" and then tap "Subscriptions".
4. Find "Udemy" in the list of your active subscriptions.
5. Tap on Udemy and select "Cancel subscription".
   • Pro tip: Google may display a survey asking why you are cancelling. Answering honestly helps Google and app developers improve their products, but your answer will not affect your cancellation.
6. Google will confirm that your subscription will end at the end of your current billing period.
7. You will receive a confirmation email from Google Play to your registered Gmail account.

Refund a single course purchase

If you purchased an individual course (not a subscription) and want your money back, the process differs slightly depending on where you bought it.

For courses bought on udemy.com: Log into your Udemy account, go to "My Learning" or "Purchases", find the course, and click the three-dot menu icon next to it. Select "Request a refund" and confirm. Udemy will review your request within 48 hours. You must submit your refund request within 30 days of purchase. Udemy can refuse refunds if you have watched more than 30 minutes of the course content.

For courses bought via Apple App Store: You cannot request a refund directly from Udemy. Instead, open the App Store app, go to your profile, select "Subscriptions" (or look for a "Purchases" or "Manage Subscriptions" section), find the Udemy app, and tap "Report a Problem". Describe the issue and request a refund. Apple typically responds within 48 hours.

For courses bought via Google Play: Open the Google Play Store app, tap your profile icon, select "Manage apps and device", go to the "Manage" tab, find Udemy, tap it, and select "Uninstall" or look for a refund option within your purchase history. You can also go directly to Google Play's web browser version, find your Udemy purchase in your order history, and click "Request a refund" next to it.

What happens after you cancel

Cancelling your Udemy subscription is only half the battle. Understanding what access you lose and when is essential to avoid finding yourself locked out of material you still need.

Your access after cancellation

For subscription plans, you retain access to all courses you enrolled in until the end of your current billing period. If you cancel mid-month, you continue to have full access until your next billing date arrives. After that date, your access ends entirely, and you cannot log in to view course materials unless you resubscribe.

If you cancelled during a free trial and chose to end the trial immediately, your access stops right away. Check your cancellation confirmation email to see whether your access ends today or at the end of your trial period.

For individual course purchases, you retain permanent lifetime access even after cancellation, because you own the course outright. Cancellation does not affect your ownership of one-time purchases.

What you lose and keep

Your course progress, bookmarks, and certificates remain tied to your Udemy account indefinitely, even if your subscription expires. However, you cannot view course content itself once your subscription access ends. If an instructor removes a course from the platform or Udemy discontinues a course, contact Udemy support immediately-you may be entitled to a refund or access to alternative material.

Stopping future charges

Cancellation prevents any future recurring charges from appearing on your payment method. If a charge appears after you have cancelled, contact Udemy support or your bank immediately and dispute the charge. Keep your cancellation confirmation email as evidence.

Udemy pricing and plan types

Udemy's pricing varies widely by course, region, and promotional offer. Understanding the typical cost structures helps you calculate what refund you should pursue.

How to claim your refund

Cancellation and refunds are not the same thing. Cancelling stops future charges, but getting your money back requires a separate request. Stopee has guided thousands of customers through this process, and timing is everything.

Request a refund after cancelling

If you are within the refund window (14 days for subscriptions, 30 days for individual courses under New Zealand law or Udemy's policy), request your refund as soon as you cancel. Do not wait.

1. Log into your Udemy account at udemy.com.
2. Go to "Account" → "Subscription" (for subscription refunds) or "My Learning" (for course refunds).
3. For subscriptions, look for a "Request a refund" option next to your subscription plan details. For courses, click the three-dot menu next to the course title and select "Request a refund".
4. Fill out the refund request form. Be specific: explain that you are requesting a refund under New Zealand consumer law (the Consumer Guarantees Act) if your claim relies on local law. This language signals to Udemy that you know your rights.
   • Pro tip: Do not claim you never enrolled if you did, or you never knew you were charged if you did. False claims weaken your case. Instead, state the truth: "I subscribed within the last 14 days and am exercising my statutory right to cancel and receive a full refund under New Zealand law."
5. Submit your refund request and note the date and time.
6. Udemy will typically respond within 48 hours. If approved, the refund will appear in your original payment method within 5-10 business days.

If udemy denies your refund

If Udemy refuses your refund and you believe you are entitled to one under New Zealand law, escalate the matter. First, reply to Udemy's denial email and formally state that you are requesting a refund under the Consumer Guarantees Act, citing your purchase date and the 14-day window. If Udemy ignores this or refuses again, contact the Commerce Commission (comcom.govt.nz) or seek advice from Consumer NZ (consumeraccess.org.nz). Both organisations offer free guidance on consumer disputes and can investigate complaints against businesses that breach consumer law.

Refunds via apple or google

If you bought through the App Store or Google Play, your refund must come from them, not Udemy. Follow the same process outlined earlier in the cancellation section, but select "Request a refund" instead of "Cancel subscription". Apple and Google typically process refunds within 5-10 business days if approved.

Common mistakes that delay or block your cancellation

Cancelling should be straightforward, but small missteps can cost you your refund eligibility. We have seen it happen countless times, and these mistakes are avoidable.

Deleting the app instead of cancelling the subscription

The most common error: customers delete the Udemy app from their phone, assume the subscription is gone, and then wake up months later to a surprise charge. Deleting the app does nothing. You must cancel through the App Store or Google Play settings, not through the Udemy app itself. Stopee regularly hears from frustrated customers who lost refund eligibility because they did not know this distinction.

Waiting too long to request a refund

The 14-day refund window for subscriptions moves quickly. If you cancel on day 13 and request a refund on day 16, Udemy will likely deny it. Mark your purchase date on your calendar and set a phone reminder for day 12. Do not procrastinate.

Requesting a refund without mentioning new zealand law

Udemy's standard policy says subscriptions are not refundable. However, that policy is overridden by New Zealand consumer law, which entitles you to a refund. If you simply ask "Can I have a refund?", Udemy's support team will cite their standard policy. Instead, say: "I am requesting a refund under the Consumer Guarantees Act of New Zealand, as this purchase falls within the statutory 14-day cancellation period." This changes the conversation entirely.

Ignoring confirmation emails

Always save your cancellation and refund request confirmation emails. If Udemy later claims you never cancelled, these emails are your proof. Losing them makes disputes far harder to win.

Mistakes to avoid before you cancel

Some mistakes happen before cancellation and make your refund claim much weaker.

Watching large amounts of course content

If you have already watched most of a course, Udemy may refuse a refund under their "excessive viewing" policy. Watch only a few minutes to confirm the course quality before deciding to cancel. Once you decide to cancel, do not watch more content-it weakens your refund position.

Accepting a discount offer as a retention tactic

When you try to cancel, Udemy may offer you a discounted subscription to stay. Accepting this offer restarts your cancellation countdown and may reset your refund eligibility. If you want to leave, decline the offer outright and proceed with cancellation.

Checklist: before and after you cancel

Use this checklist to ensure you do not miss any critical steps.

Why you should use stopee for guidance

Navigating cancellations, refunds, and consumer law is confusing, and companies like Udemy rely on that confusion to keep your money. Stopee exists to cut through the noise and give you clear, step-by-step guidance grounded in consumer law. We have helped thousands of customers cancel their subscriptions and claim refunds they thought they had lost. Our editors are familiar with New Zealand consumer law, app store policies, and the specific tricks that platforms use to delay or deny cancellations. If Udemy rejects your refund claim, we show you how to escalate to the Commerce Commission or Consumer NZ. If you are unsure whether you qualify for a refund, we help you assess your case. Stopee is free, impartial, and designed entirely around your rights as a consumer.

Summary and next steps

Cancelling Udemy requires you to choose the right method (web, App Store, or Google Play), confirm that your request has been processed, and then request a refund if you are within the legal window. New Zealand law protects you with a 14-day refund right for subscriptions, regardless of what Udemy's terms of service claim. Do not delay: mark your purchase date, follow the step-by-step process for your platform, and request a refund immediately if you qualify. If Udemy denies you, escalate to Consumer NZ or the Commerce Commission-you have legal rights, and Stopee and these organisations will help you enforce them. Thousands of New Zealand consumers have successfully cancelled their Udemy subscriptions and received refunds by following these steps, and you can too.

Contact details for escalation

If Udemy does not respond to your refund request or refuses your claim, use these contacts to pursue your case under New Zealand consumer law:

• Commerce Commission: comcom.govt.nz | Phone: 0800 943 600 (toll-free)
• Consumer NZ: consumeraccess.org.nz | Phone: 0800 60 6000
• Udemy support (last resort): support.udemy.com/hc/en-us/requests/new

Udemy's U.S. legal address is available on their website, but correspondence from New Zealand is typically slower. Always contact Udemy support through their website first, then escalate to Consumer NZ or the Commerce Commission if Udemy does not respond or refuses your claim unreasonably.