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Cancel Cleeng: The Right Way
How to cancel cleeng and protect your subscription rights in new zealand
Understanding what cleeng is and how it works
Cleeng is a billing and subscription management platform that sits behind the scenes of video streaming services, broadcasters and digital publishers. It is not itself the streaming service you subscribe to - instead, it is the payment layer that processes your transaction and manages your subscription on behalf of the broadcaster or publisher.
This distinction matters because when you want to cancel, you will often need to work through the broadcaster's own website or app, not directly with Cleeng. Understanding this structure upfront saves time and frustration, which is why Stopee recommends clarifying where your subscription actually lives before you attempt cancellation.
How cleeng manages your subscription
Cleeng handles the checkout process, payment processing and billing cycle for digital video services. It powers web-based payments, mobile app subscriptions and third-party billing arrangements through Google Play and Apple's App Store. The broadcaster or publisher remains the merchant of record - they own the customer relationship and control access to your account settings.
This means that the broadcaster typically controls when your access ends, whether refunds are issued and how your personal data is handled after cancellation. Cleeng processes the payment but does not directly manage your subscription status or access rights.
Who you actually deal with when you cancel
Because broadcasters maintain control over their subscriber accounts, cancellation requests go to them first. You may cancel via the broadcaster's website, through Google Play (for Android subscriptions), through the Apple App Store (for iOS subscriptions) or occasionally through other payment platforms. Cleeng itself does not handle subscriber cancellations directly - it is a behind-the-scenes payment processor.
At Stopee, we have found that understanding this three-part structure (you, the broadcaster, and Cleeng as the payment layer) prevents people from sending cancellation requests to the wrong party and experiencing unnecessary delays.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 protects you when you buy digital services, including video subscriptions billed through Cleeng. You have the right to a refund or replacement if a service fails to meet acceptable standards or is substantially unfit for purpose.
What the consumer guarantees act covers
The Act guarantees that any service you purchase is of acceptable quality, fit for the stated purpose and delivered within a reasonable timeframe. If a video streaming service experiences persistent buffering, drops out during live broadcasts or has misleading content descriptions, you may have grounds for a refund even if Cleeng's standard policy refuses one.
The broadcaster or publisher is responsible for meeting these guarantees because they are the merchant of record. However, you can escalate a complaint through Stopee's guidance resources if the broadcaster ignores your rights under the Act.
Your right to change your mind
New Zealand law does not give you an automatic right to cancel a subscription simply because you changed your mind. However, if the service was misrepresented - for example, if the broadcaster advertised "24/7 live coverage" but service is frequently offline - you have grounds to claim the service failed to meet the Consumer Guarantees Act.
Most refunds for genuine change of mind are discretionary and depend on the broadcaster's policy, not Cleeng's terms. At Stopee, we recommend checking the broadcaster's refund policy before you subscribe, not after you have been charged.
Escalation options if the broadcaster refuses
If the broadcaster or Cleeng refuse a refund you believe you are entitled to under the Consumer Guarantees Act, you can escalate your complaint to the Commerce Commission (the regulatory authority in New Zealand). Document your attempts to resolve the issue with the broadcaster first, then lodge a formal complaint online at www.comcom.govt.nz.
Stopee users often find that simply mentioning the Consumer Guarantees Act in a written complaint prompt faster resolution than initial requests alone.
Where your subscription actually lives and how to cancel
Your subscription cancellation route depends entirely on how and where you signed up. You may have subscribed directly via the broadcaster's website, or you may have done so through Google Play or the Apple App Store. Each route requires a different cancellation method, which is why Stopee provides platform-specific instructions below.
Cancel via the broadcaster's website
This is the most straightforward cancellation route if you signed up directly on the broadcaster's site without using an app store or third-party payment platform.
- Log in to the broadcaster's website using your account credentials.
- Navigate to your account menu - look for "My Account," "Profile," "Settings" or "Subscription Management."
- Locate the cancellation or unsubscribe option. This may be labelled "Cancel Subscription," "Unsubscribe," "Manage Subscription" or similar.
- Follow the on-screen prompts to confirm your cancellation request.
- Critical timing: Cancel at least 24 hours before your renewal date. If you cancel on the renewal date itself, you may still be charged for the next billing period.
- Retain the cancellation confirmation email or screenshot for your records.
Pro tip: Set a phone reminder for the day before your renewal date if you know you want to cancel. This prevents accidental charges from missing your cancellation deadline.
Cancel a google play subscription (Android devices)
If you subscribed through the Google Play Store on an Android device, you must cancel through Google Play - cancelling on the broadcaster's website will not stop Google from charging you.
- Open the Google Play Store app on your Android device.
- Tap the menu icon (three horizontal lines) in the top left corner.
- Select "Account" and then "Subscriptions."
- Find the subscription you wish to cancel and tap on it.
- Tap "Cancel subscription" and follow the confirmation prompts.
- Timing requirement: Cancel more than 24 hours before your renewal date to prevent the next charge.
- Alternatively, you can cancel on a computer by visiting play.google.com, logging into your Google account, navigating to your subscriptions and cancelling from there.
Warning: Google Play charges happen on your renewal date automatically. If you see a charge you did not authorize, contact Google Play support within 24 hours to request a refund.
Cancel an apple app store subscription (iOS devices)
Subscriptions billed through the Apple App Store must be cancelled directly in Apple's subscription settings. Cleeng does not process Apple payments and cannot cancel them on your behalf, even if you contact the broadcaster directly.
- On your iPhone or iPad, open the Settings app.
- Tap your name at the top of the screen, then select "Subscriptions."
- Find the subscription you wish to cancel and tap on it.
- Tap "Cancel Subscription" and confirm your cancellation.
- Alternatively, open the App Store app, tap your profile icon, select "Subscriptions" and cancel from there.
- Cancel more than 24 hours before your renewal date to avoid being charged for the next period.
- On a Mac computer, open the App Store, click your account name at the bottom left, select "View My Account," find "Subscriptions" and cancel there.
Pro tip: Apple often offers a "Pause Subscription" option that temporarily halts billing for up to 60 days. This can be useful if you want to keep your account active but need a break from your subscription.
What happens to your access after you cancel
Cancelling your subscription does not always mean you lose access immediately - and understanding the timeline helps you avoid confusion or accidental rebilling.
When your access ends
In most cases, when you cancel a Cleeng-powered subscription, your access remains active through the end of your current paid billing cycle. If your renewal date is 15 March and you cancel on 8 March, you typically retain full access until 15 March at 11:59 PM. After that time, your login will no longer work.
Some broadcasters offer immediate access revocation when issuing a refund (especially for technical failures or disputed charges), but this is not guaranteed. Stopee recommends checking the broadcaster's cancellation confirmation email for the exact end-of-access date.
Preventing accidental renewal charges
The most important action after cancellation is to confirm in writing that your subscription will not renew. Look for a confirmation email from either the broadcaster or the payment platform (Google, Apple, etc.). If you do not receive one within 24 hours, log back into your account and verify that the subscription is marked as "Cancelled" or "Inactive."
If you are charged after cancelling, contact the broadcaster or payment platform within 7 days to request an immediate refund. Most will honour these requests if you can show your cancellation confirmation.
Your account and personal data
Cancelling your subscription does not automatically delete your account or erase your personal data from the broadcaster's systems. The broadcaster may retain your information for billing records, legal compliance or marketing purposes. If you want your data deleted, you must request account deletion separately through the broadcaster's privacy settings or by contacting their customer service team directly.
At Stopee, we remind customers that cancellation and data deletion are separate actions. If privacy is a concern, always follow up with an explicit data deletion request.
Refunds: when you might get your money back
Cleeng's standard policy does not offer refunds for change of mind or late cancellations. However, there are specific circumstances where refunds are either automatic or negotiable, and New Zealand consumer law may entitle you to one regardless of Cleeng's stated terms.
Cleeng's automatic refund scenarios
Cleeng issues automatic refunds in these situations:
- Duplicate charges resulting from multiple logins or payment method errors.
- Live pay-per-view events cancelled by the broadcaster before broadcast.
- Live pay-per-view events with persistent audio or video streaming failures (80% or more of the broadcast affected).
- Video on Demand content that is missing, corrupted or significantly different from its description.
If any of these circumstances apply to your situation, contact the broadcaster's customer service team and reference the specific scenario. Stopee has found that explicitly naming the refund category often results in faster approval.
Refunds for service failures under consumer guarantees act
Beyond Cleeng's stated policy, New Zealand's Consumer Guarantees Act allows you to claim a refund if the service was not of acceptable quality or was unfit for its stated purpose. Examples include persistent buffering, frequent service outages, misleading content descriptions or unavailable promised features.
To pursue a refund under the Act, you must first give the broadcaster a reasonable opportunity to fix the problem (usually 20-30 days). If they fail to resolve it, you can demand a refund in writing. Keep records of every outage, every attempt to contact customer service and the dates of each issue.
Requesting a refund from the broadcaster
If your situation does not fall into an automatic refund category, contact the broadcaster directly with a written refund request. Explain the issue clearly (technical failure, misleading description, etc.), provide dates and times of problems and reference the Consumer Guarantees Act. Email is preferable to phone calls because it creates a paper trail.
Stopee strongly recommends requesting a refund before you contact Cleeng directly, since the broadcaster is the merchant of record and controls refund authority. Only escalate to Cleeng if the broadcaster refuses and you have a strong Consumer Guarantees Act argument.
Common mistakes people make when cancelling with cleeng
Many people struggle with Cleeng cancellations not because the process is difficult, but because they misunderstand who controls what. Here are the pitfalls Stopee sees most often, and how to avoid them.
Cancelling in the wrong place
The single most common mistake is contacting Cleeng directly to cancel when you should be cancelling through the broadcaster's website or your payment platform. Because Cleeng is a behind-the-scenes payment processor, it cannot access your subscription account or cancel on your behalf - only the broadcaster can do that.
If you have already made this mistake, your cancellation request to Cleeng will have been forwarded to the broadcaster, but you will not receive confirmation. Instead, log into your account directly on the broadcaster's website or app and initiate cancellation there.
Cancelling too close to the renewal date
Cancelling on the renewal date itself is extremely risky. Payment systems process charges up to 48 hours before or after the stated renewal time, depending on your bank and the payment platform. Always cancel at least 24-48 hours before your renewal date to guarantee you will not be charged.
If you have been charged despite cancelling on or near your renewal date, contact the broadcaster or payment platform within 7 days and reference the timing of your cancellation. Most platforms will issue a refund in this situation because it is a processing error on their part.
Assuming the broadcaster's website cancellation will work for app store subscriptions
If you subscribed through Google Play or the Apple App Store, cancelling on the broadcaster's website will not stop the app store from charging you. You must cancel through the payment platform itself. Many people cancel in both places to be safe, which is a sensible precaution.
Pro tip: After you cancel, check your subscription status in both locations (the broadcaster's website and your payment platform) to confirm both show "Cancelled" or "Inactive."
Not keeping cancellation confirmation
Always retain your cancellation confirmation - whether it is a screenshot, an email or a reference number. If you are charged after cancelling, you will need this proof to claim a refund. Take a screenshot immediately after you see the cancellation confirmation on screen.
Ignoring unwanted charges
If you are charged after cancelling, act within 7 days. Contact your bank or payment provider and dispute the charge. At the same time, contact the broadcaster's customer service with your cancellation confirmation. The sooner you act, the sooner you will receive a refund.
A checklist for cancelling safely
Use this checklist to ensure you cancel correctly and protect yourself from accidental rebilling.
| Action | Status |
|---|---|
| Identify where you subscribed (broadcaster website, Google Play or Apple App Store) | [ ] |
| Note your renewal date | [ ] |
| Cancel at least 24-48 hours before renewal | [ ] |
| Receive and save cancellation confirmation email or screenshot | [ ] |
| Log back in 24 hours later to verify subscription is marked "Cancelled" | [ ] |
| Check your bank or payment app 3-5 days after renewal date to confirm no charge | [ ] |
Pricing and subscription options through cleeng
Cleeng does not set the price of subscriptions - broadcasters and publishers do. However, understanding the billing structures Cleeng supports helps you understand what you are subscribing to and when you will be charged.
Common subscription types on cleeng
| Subscription type | How billing works | Cancellation deadline |
|---|---|---|
| Monthly subscription | Recurring charge every 30 or 31 days | 24-48 hours before renewal |
| Annual subscription | One charge per year, often discounted per month | 24-48 hours before annual renewal |
| Pay-per-view (live event) | One-time charge for a specific event | Before event starts (cancellation refunds if available) |
| Video on Demand (VOD) | One-time rental charge (24-48 hour access) | No cancellation; charge is non-refundable unless content unavailable |
| Free trial with auto-renewal | Free for set period (7-30 days), then automatic paid subscription | Before trial ends to avoid first charge |
At Stopee, we especially flag free trial subscriptions as high-risk because they auto-convert to paid subscriptions automatically. If you are taking a free trial, set a phone reminder for the day before it expires so you can cancel before being charged.
Comparing cleeng to other subscription platforms
Understanding how Cleeng compares to other payment processors helps you know what to expect during cancellation.
| Feature | Cleeng | Stripe | Braintree |
|---|---|---|---|
| Cancellation handled by | Broadcaster | Payment provider or merchant | Payment provider or merchant |
| Direct access to Cleeng support | Limited (via broadcaster) | Available for merchants | Available for merchants |
| Automatic refund policies | Specific categories only | Merchant-controlled | Merchant-controlled |
| Google Play / Apple integration | Yes | No | No |
| Consumer Guarantees Act compliance | Broadcaster responsible | Merchant responsible | Merchant responsible |
The key difference is that Cleeng is designed specifically for video publishers and broadcasters, so it integrates deeply with app store billing. This makes it convenient for signing up, but means cancellation always goes through the broadcaster first.
Contact information and escalation address
If you cannot cancel your Cleeng subscription through normal channels, you have limited direct contact options with Cleeng itself, since it is a payment processor rather than a customer-facing service. However, you do have escalation paths.
Reaching the broadcaster (primary contact)
Your first contact point should always be the broadcaster's customer service team. Look for their "Contact Us" page on the website or in the app, and select "Subscription" or "Billing" as your issue category.
Reaching cleeng directly (if necessary)
Cleeng's registered office for legal correspondence is located in the Netherlands:
Cleeng B.V.
Laan van Mecklenburg 1
3083 EN Rotterdam
Netherlands
Cleeng does not maintain a physical postal address in New Zealand for consumer complaints. If you need to escalate a complaint beyond the broadcaster, contact the Commerce Commission (New Zealand's consumer protection authority) or seek advice from Stopee.
Escalating to new zealand authorities
If the broadcaster refuses a refund you believe you are entitled to under the Consumer Guarantees Act, lodge a formal complaint with the Commerce Commission at www.comcom.govt.nz. Provide documentation of your attempts to resolve the issue with the broadcaster first.
Final takeaway: you are in control of your subscription
Cancelling a Cleeng-powered subscription is straightforward once you understand that the broadcaster controls your account, not Cleeng itself. Cancel through the broadcaster's website, Google Play or Apple App Store depending on where you signed up. Cancel at least 24-48 hours before your renewal date. Keep your cancellation confirmation. If you are charged despite cancelling, contact the broadcaster or payment platform within 7 days.
New Zealand consumer law protects you beyond Cleeng's stated refund policy. If the service failed to meet acceptable quality standards or was unfit for its stated purpose, you have grounds to claim a refund under the Consumer Guarantees Act - even if Cleeng or the broadcaster initially refuse.
Stopee has helped thousands of consumers cancel subscriptions like this and recover unauthorised charges. If you run into difficulty with a Cleeng cancellation, our guides and escalation resources are here to support you. At Stopee (stopee.com), we empower you to take control of your subscriptions and protect your consumer rights in New Zealand.