Manage Cleo

How to cancel cleo and protect your money in new zealand

What cleo is and why you might want to cancel

Cleo is a digital financial assistant that connects to your bank account to help you manage spending, track budgets, and access short-term cash advances. The service works through a mobile app and web members area, offering automated insights into your money habits.

You might choose to cancel Cleo if the service no longer fits your needs, the subscription cost doesn't justify the value, or you prefer to manage your finances independently. Whatever your reason, Stopee is here to guide you through the cancellation process step by step, ensuring you protect your rights and avoid common pitfalls.

How cleo operates

Cleo asks you to link your bank account so it can analyse your spending patterns and suggest budgeting improvements. The app manages your subscription through three separate channels: the Cleo web members area, the Apple App Store, or Google Play. This means your cancellation method depends on where you originally signed up.

The service stores your account data and financial connection even after you cancel, unless you explicitly request account deletion or bank disconnection. Understanding this separation between cancellation and data deletion is essential before you take action.

Why stopee helps thousands of new zealanders cancel safely

At Stopee, we specialise in helping consumers navigate cancellations without losing money or leaving digital footprints they didn't intend. Cleo's cancellation process involves multiple platforms and email contacts, which creates confusion and risk of failed cancellations. We break down exactly what to do, what to avoid, and what your rights are under New Zealand consumer law.

Your consumer rights and what cleo must respect

New Zealand's Consumer Guarantees Act 1993 protects you when you purchase services like Cleo, regardless of what the company's terms say.

What the consumer guarantees act covers

Under the Consumer Guarantees Act, Cleo must deliver a service that is fit for purpose, matches any claims made during marketing, and does not have significant faults. If Cleo fails to deliver on these promises, you have the right to a refund, repair, or replacement, even if the company's stated policy says otherwise.

This protection applies to all consumers in New Zealand, including those who cancel within the subscription period. Cleo cannot legally override your statutory rights with their terms and conditions.

When you can demand a refund under consumer law

You can request a refund from Cleo if:

• The service was misleadingly advertised or does not match its description.
• Key features promised in the app or marketing are missing or broken.
• The service is fundamentally unfit for its purpose as a budgeting or financial tool.
• You were charged without your clear consent.

If Cleo refuses a refund you believe you are entitled to, you can escalate to the Commerce Commission or seek help through a dispute resolution service. Stopee recommends keeping all evidence of misleading claims, screenshots, and email replies when you pursue this path.

Three ways to cancel cleo

Your cancellation method depends on where you subscribed: the Cleo web members area, Apple App Store, or Google Play. Each method works independently, so choose the one that matches your original sign-up platform.

Method 1: cancel through the cleo web members area

This is the most direct way to cancel and gives you immediate confirmation from Cleo itself.

1. Open your web browser and log in to the Cleo members area on the web (you will need your email and password).
   • If you cannot remember your password, click "Forgot password" and reset it via the email linked to your account.
2. Navigate to your profile or account settings (usually found in the top-right menu or dashboard).
   • Look for a link labeled "My Subscriptions", "Billing", or "Manage Subscription".
3. Find your active subscription and click on it to view options.
   • You should see buttons or links for "Cancel", "More Actions", or "Manage Subscription".
4. Select "Cancel Subscription" and confirm the action.
   • The system may ask why you are cancelling; you can skip this or provide feedback (this does not affect the cancellation).
5. Take a screenshot or copy the confirmation message that appears on screen.
   • This proves you cancelled on a specific date and is vital if charges continue.
6. Log out and wait for a confirmation email from Cleo.
   • Warning: If you do not receive an email within 24 hours, your cancellation may have failed. Contact Cleo at contact@cleoarts.com to verify.

Method 2: cancel through apple app store

If you subscribed via Apple, you must cancel through your Apple account settings, not within the Cleo app itself.

1. Open the Apple App Store on your iPhone or iPad (or visit appleid.apple.com on any device).
   • If using a computer, go to appleid.apple.com and sign in with your Apple ID.
2. Tap or click your profile icon in the top-right corner.
   • Select "Subscriptions" or "Account Settings".
3. Scroll to find "Cleo" in your active subscriptions list.
   • If Cleo is not listed, the subscription may have already expired or lapsed.
4. Tap on Cleo to open the subscription details.
   • You will see the renewal date, price, and cancellation options.
5. Select "Cancel Subscription" or "Cancel Auto-Renewal".
   • Apple will ask if you want to keep access until the end of the current billing period; confirm "Yes" to avoid losing access immediately.
6. Screenshot the confirmation that shows your subscription is marked for cancellation.
   • Pro tip: Apple sends a confirmation email; save this alongside your screenshot as dual proof.

Warning: Cancelling through Apple does not automatically trigger a refund from Cleo; Apple controls refunds for subscriptions under 60 days old. If you believe you deserve a refund, contact Cleo directly as well.

Method 3: cancel through google play

Android users who subscribed via Google Play must cancel using the Google Play app or website.

1. Open the Google Play app on your Android device or visit play.google.com in a web browser.
   • Sign in with the Google account linked to your subscription.
2. Tap the profile icon (usually in the top-right corner) and select "Manage my subscriptions" or "Subscriptions".
   • On a computer, go to play.google.com, click your profile, and choose "Payments and subscriptions" > "Subscriptions".
3. Find Cleo in your list of active subscriptions and tap it.
   • If Cleo does not appear, check the "Expired subscriptions" or "Cancelled subscriptions" section.
4. Select "Cancel subscription" or "Unsubscribe".
   • Google Play will ask for a reason (optional) and confirm the cancellation date.
5. Capture a screenshot showing the cancellation is complete.
   • You retain access until your next billing date unless you choose to cancel immediately.
6. Check your email for a confirmation from Google Play.
   • Pro tip: Google Play confirmations arrive within a few hours; if none arrives by the next day, verify the cancellation again through the app.

Method 4: cancel by email (backup option)

If you struggle with the web, Apple, or Google Play methods, you can cancel by email. This creates a written record and is useful if you need to dispute charges later.

1. Open your email client and compose a new message to contact@cleoarts.com or team@meetcleo.com.
   • If one address does not respond within 48 hours, try the other.
2. Write a clear subject line: "Request to cancel my Cleo subscription" or "Cleo account cancellation".
   • Avoid vague subjects like "Help" or "Question", as these may be deprioritised.
3. Include the following information in the body:
   • Your full name (as it appears on your Cleo account).
   • The email address linked to your Cleo account.
   • Your subscription ID or account number (found in your Cleo app or members area under billing).
   • The date you want the cancellation to take effect (or "immediately").
   • A single sentence request: "I request to cancel my subscription effective [date]."
4. Send the email and wait for a reply.
   • Warning: Cleo's email support can take 3 to 5 business days. Do not assume silence means approval.
5. Keep every email in this thread indefinitely.
   • If charges continue, this email chain is your proof of intent to cancel.

What happens immediately after you cancel

Cancelling Cleo is emotionally straightforward, but the aftermath requires careful attention to detail.

Your access and billing timeline

When you cancel, Cleo stops automatic renewals effective at the end of your current billing period. Most cancellations take effect within 24 to 48 hours, though Apple and Google Play may take up to 72 hours to process the change.

You retain full access to the Cleo app and web members area until your paid period ends. For example, if your next billing date is 15 August, you can use Cleo until 14 August, and no charge will occur on the 15th.

Your bank connections and account data

Cancelling your subscription does not automatically disconnect your bank account from Cleo. The app will continue to hold your linked bank details and historical spending data even after you cancel.

If you want to remove your bank connection entirely, you must do this separately by going to your Cleo app settings, finding "Connected accounts" or "Bank links", and selecting "Disconnect" or "Remove". Stopee strongly advises disconnecting your bank before your access expires, in case you ever decide not to renew.

Account deletion is separate from cancellation. If you want Cleo to delete your entire account, personal data, and financial history, email contact@cleoarts.com or team@meetcleo.com with the request and ask for confirmation in writing.

Confirming your cancellation

Within 24 hours of cancelling, you should receive a confirmation email from Cleo, Apple, or Google Play (depending on your cancellation method). Save this email and any screenshots permanently in a folder on your computer or cloud storage.

If you do not receive a confirmation email by the next business day, log back into your account and verify the subscription shows as "Cancelled" or "Inactive". If it still shows as active, your cancellation failed and you must retry using a different method or contact support.

Will you receive a refund from cleo?

Cleo's refund policy is restrictive, but consumer law in New Zealand may override it in specific situations.

What cleo's terms say about refunds

Cleo's published policy states that the company does not issue refunds for subscriptions or features purchased. The company instead offers a free trial period so you can test the service before committing to a paid plan.

Cancelling does not automatically entitle you to a refund of subscription fees already paid, even if you cancel on the first day of a billing period. This is Cleo's stated position, and you will encounter this answer if you contact them directly.

Exceptions when you can claim a refund

New Zealand's Consumer Guarantees Act creates legal exceptions to Cleo's no-refund policy. You can demand a refund if:

• Cleo was marketed with false claims (for example, "guaranteed budgeting improvements" that do not materialise).
• The service is fundamentally broken or missing advertised features.
• You were not given clear information about the cost before purchase.
• You were charged without prior, explicit consent.

To claim a refund, first contact Cleo directly by email. Explain the specific issue, attach screenshots of misleading claims or broken features, and request a refund under the Consumer Guarantees Act.

How to request a refund step by step

1. Email contact@cleoarts.com or team@meetcleo.com with the subject "Refund request under Consumer Guarantees Act".
   • Use formal language and reference the specific Consumer Guarantees Act provision (fitness for purpose, misleading conduct, or failure to deliver).
2. Describe what went wrong in one or two sentences.
   • Example: "I was not provided with clear pricing information before subscription, and the app failed to deliver promised budgeting insights."
3. Attach proof: screenshots of misleading marketing, broken features, or unclear pricing.
   • Include the dates you took these screenshots.
4. State the refund amount you are claiming (usually the most recent subscription charge).
   • Be specific: "I request a refund of NZD $9.99 for the subscription charge on 5 August 2024."
5. Give Cleo 10 business days to respond in writing.
   • Save all correspondence; do not delete emails.
6. If Cleo refuses or does not respond, escalate to the Commerce Commission or use a free dispute resolution service.
   • Stopee recommends saving your email chain as a PDF before escalating.

Pro tip: If you subscribed via Apple or Google Play, also file a refund request directly with those platforms. Apple and Google often refund subscriptions within 60 days of purchase if you claim the service was not as described.

Cleo pricing and what you should have paid

Understanding what Cleo costs helps you identify overcharges and refund claims.

Current pricing in new zealand

Cleo does not publicly list its subscription cost in New Zealand Dollars on a central website. Pricing varies by region, platform (web, Apple, Google Play), and any active promotions or discounts at the time of purchase.

The most accurate way to find your charge is to open your Cleo account, check your billing page or invoices, or review your bank statement. Look for a line item labeled "Cleo" or "Cleo subscription" followed by the NZD amount.

If you see charges that do not match these ranges, your account may have been upgraded, charged multiple times, or compromised. Contact Cleo immediately to dispute unexpected charges.

Common mistakes that trap new zealand users

Cancelling Cleo feels straightforward until you realise you made a costly error. We have helped hundreds of New Zealanders recover from these mistakes, and Stopee wants to make sure you avoid them.

Mistake 1: cancelling in the app instead of your account settings

Cleo does not have a "Cancel" button inside the mobile app. Many users tap "Delete account", "Uninstall", or "Sign out" thinking this will cancel their subscription. It does not.

Uninstalling the app leaves your subscription active and your card still being charged. Always cancel via the web members area, Apple Settings, Google Play, or email. Then uninstall the app if you choose.

Mistake 2: forgetting that apple and google play control refunds, not cleo

If you subscribed via Apple or Google Play, those platforms technically own the billing relationship. Cleo cannot refund you directly; only Apple or Google can process a refund.

If you email Cleo asking for a refund, they may tell you to contact Apple or Google instead. Always file refund requests with both Cleo and the platform you used. Stopee advises doing both simultaneously to avoid delays.

Mistake 3: not saving cancellation proof

Cancellation confirmations expire from your email inbox, and web screenshots get lost. Without proof, Cleo can claim you never cancelled if charges continue.

Create a folder on your computer or cloud drive labeled "Cleo Cancellation" and save every screenshot, email, and confirmation message. If you need to dispute a charge with your bank, this folder is your evidence.

Mistake 4: assuming cancellation means deletion

Cancelling your subscription does not erase your account, delete your personal data, or disconnect your bank. Cleo still holds your financial history and linked bank account after cancellation.

If you want to disconnect your bank, delete your account, or request data erasure, you must contact Cleo separately. Do not assume silence or cancellation confirmation means these tasks are done.

Mistake 5: not checking for continued charges after cancellation

Between processing delays and system glitches, Cleo sometimes charges after you cancel. Review your bank statement weekly for the next two billing cycles after cancellation.

If you see a charge after your cancellation date, gather your cancellation proof immediately and contact Cleo. If they refuse to reverse it, dispute it with your bank using your screenshots and email confirmation.

Your cancellation checklist

Use this checklist to ensure you have covered every step and protected yourself fully.

Why stopee is your partner in cancelling safely

Stopee has helped thousands of New Zealand consumers navigate cancellations without losing money, leaving digital trails, or suffering from surprise charges. Our guides cover every major digital service, from subscription apps to financial tools like Cleo.

When you use Stopee, you get clear, jargon-free instructions that respect your time and your rights. We explain the legal protections available to you, flag common traps, and empower you to negotiate refunds if you qualify.

Cleo's cancellation process involves three separate platforms and multiple email addresses, which is designed to confuse. Stopee cuts through that confusion and gives you the direct path to cancellation, backed by consumer law and real experience with how these services operate.

How to contact cleo if things go wrong

Cleo has no physical postal address for New Zealand consumers. All cancellations and disputes are managed digitally through email or in-app support.

Email contacts

• General support and cancellations: contact@cleoarts.com
• Alternative support email: team@meetcleo.com

Email typically receives responses within 3 to 5 business days. If your issue is urgent and Cleo does not respond, escalate to the Commerce Commission, file a complaint with your bank, or seek assistance from Stopee's community forums.

When to escalate beyond cleo

If Cleo refuses to acknowledge your cancellation, reverse a charge you believe was unauthorised, or refunds you are entitled to under consumer law, do not accept their refusal. You have rights.

Contact the Commerce Commission (comcom.govt.nz) or the Disputes Resolution Service to lodge a formal complaint. Save every email, screenshot, and bank statement before you escalate.

Stopee has helped thousands of consumers escalate disputes successfully by ensuring they arrived with complete, organised evidence. Our community knows these processes and can guide you through the next steps if Cleo fails to respond fairly.