Manage Fitxr

How to cancel FitXR in new zealand: step-by-step guide and your rights

What FitXR is and how it works

FitXR is a virtual reality fitness app that brings guided workout classes straight into your headset or phone. You get access to boxing, dance, and full-body workouts led by professional trainers in an immersive VR environment. The app works on Meta Quest headsets, Pico devices, and mobile phones through the Google Play Store and Apple App Store.

The way you buy FitXR matters when you cancel. You can subscribe directly through the FitXR website (where Paddle handles the payments), or you can subscribe through app stores like Google Play, the Meta Quest Store, or the Apple App Store. Each platform has different cancellation processes and refund rules, which is why understanding where you bought your subscription is your first step toward a clean cancellation.

Where FitXR is sold

FitXR operates on multiple sales channels, and that flexibility creates complexity at cancellation time. If you purchased on the FitXR website directly, Paddle (a payment processor) manages your billing and subscription renewal. If you subscribed through your phone's app store or your VR headset's store, that platform controls your billing and cancellation process.

This matters because when you want to cancel, you must cancel through the same channel where you bought it. Cancelling in your FitXR account won't stop charges if you subscribed via Google Play, and emailing support won't work if you're an app store subscriber.

FitXR pricing and billing periods

FitXR offers two main subscription options: monthly and annual billing. Most users in New Zealand subscribe on a monthly basis, which renews every 30 days. Annual subscriptions renew once per year and typically offer a small saving compared to monthly payments.

Your NZD charges depend on the current exchange rate and the platform you used to subscribe. Check your last invoice or payment confirmation to see the exact amount you're being charged.

Your consumer rights in new zealand

The consumer guarantees act protects you

Under New Zealand's Consumer Guarantees Act (CGA), you have legal rights when you purchase services like FitXR. The service must be of acceptable quality, fit for purpose, and supplied with reasonable care and skill. If FitXR doesn't deliver what it promised (for example, if access suddenly stops or the app consistently crashes), you have grounds to dispute charges and request refunds.

FitXR's own terms state that subscriptions are non-refundable once digital content has been delivered. However, this clause does not override the CGA. If the service is defective or misrepresented, you can raise a dispute with FitXR directly, escalate through your payment provider, or lodge a complaint with the Commerce Commission if you believe you've been unfairly treated.

Your right to cancel and dispute refunds

You have the right to cancel your subscription at any time. However, refunds are not automatically guaranteed after you cancel, especially if you've already used the service. The Consumer Guarantees Act does not require a refund for change of mind alone, but it does protect you if the service fails to meet acceptable quality standards.

If you purchased through the Google Play Store or Apple App Store, those platforms may offer refunds within 14 to 48 hours of purchase under their own policies. These refund windows are separate from FitXR's policy and are more generous. Stopee recommends checking your app store's refund policy immediately if you've just subscribed and changed your mind.

How to cancel FitXR on the web (direct subscription via paddle)

Cancel through your FitXR account

If you subscribed directly on the FitXR website, your quickest cancellation route is through your account dashboard. This takes about five minutes and requires no email back-and-forth.

1. Go to the FitXR website and sign in with your email and password.
2. Navigate to your Account or Subscription Settings (usually found in the profile menu).
3. Find the "Manage Subscription" or "Billing" section.
4. Select "Cancel Subscription" and follow the prompts to confirm.
5. You will receive a confirmation email from Paddle (the payment processor).
6. Your access continues until the end of your current paid period; cancellation does not stop service mid-cycle.

Warning: You must cancel at least 72 hours before your next renewal date to prevent automatic charges. If you cancel within 72 hours of renewal, you may still be charged for the next period and will need to request a refund via email or through Paddle's support.

Cancel by emailing FitXR support

If you cannot access your account or prefer a written record, you can email FitXR support directly to request cancellation.

1. Send an email to support@fitxr.com.
2. Include your full name, email address associated with the account, and the subscription plan you want to cancel.
3. Write clearly: "I want to cancel my FitXR subscription effective immediately."
4. Keep the confirmation email they send back; it serves as proof of cancellation if charges continue.
5. Allow 2 to 3 business days for support to process your request.

Pro tip: Email cancellation is slower than the self-service dashboard method, so use this approach only if you cannot log in or if you need a formal written record for dispute purposes.

How to cancel FitXR through app stores and VR headsets

Cancel on google play (Android)

If you subscribed through the Google Play Store on your phone or tablet, Google handles your subscription and refunds, not FitXR. Cancelling through Google Play takes effect immediately and prevents future charges.

1. Open the Google Play app on your Android device.
2. Tap your profile icon in the top right corner.
3. Tap "Payments and subscriptions" then "Subscriptions."
4. Find and tap "FitXR."
5. Tap "Cancel subscription" and confirm your choice.
6. You retain access until the end of your current billing period.

Pro tip: Google Play allows refunds within 48 hours of purchase if you've barely used the app. If you're within that window, tap "Get refund" instead of "Cancel subscription" to recover your money immediately.

Cancel on the meta quest store (Meta/Oculus headsets)

If you own a Meta Quest 2, Quest 3, or Pro headset and subscribed through the Quest Store, you cancel through your Meta Account online, not on the headset itself.

1. Visit meta.com and sign in with your Meta Account.
2. Go to "Account" in the menu.
3. Select "Subscriptions."
4. Find "FitXR" in your list of active subscriptions.
5. Click "Cancel Subscription" and confirm.
6. Your access ends at the close of your current billing cycle.

Warning: Do not assume you can cancel inside the FitXR app itself on your headset; the app will direct you to manage the subscription through your Meta Account, so go to the website first to avoid confusion.

Cancel on pico store (Pico headsets)

Pico headset owners who subscribed through the Pico Store manage their subscription through their Pico Account online.

1. Log in to your Pico Account at picoxr.com.
2. Navigate to "Account" and then "Subscriptions."
3. Locate "FitXR" in your active subscriptions list.
4. Click "Cancel" and confirm your request.
5. Access ceases at the end of your current paid period.

Cancel on apple app store (iPhone and iPad)

Apple App Store subscriptions are managed in your iPhone or iPad Settings, and cancellation is immediate and straightforward.

1. Open the Settings app on your Apple device.
2. Tap your name at the top, then "Subscriptions."
3. Find "FitXR" in your active subscriptions.
4. Tap "FitXR" and then "Cancel Subscription."
5. Follow the prompts to confirm.
6. You keep access until your next billing date.

Pro tip: Apple offers a 14-day refund window for most subscriptions if you request it within two weeks of your first charge. If you've just started and changed your mind, contact Apple Support directly through the Settings app to request a refund rather than simply cancelling.

What happens after you cancel FitXR

Access and account status

Cancelling your subscription does not immediately lock you out of FitXR. Your account remains active, and you retain access to all classes and your workout history until the end of your current billing period. After that date, your access is revoked, and you cannot log in or view any workout data unless you resubscribe.

Some users worry that cancelling will delete their progress. It will not. FitXR keeps your workout history, achievements, and profile data stored on their servers. If you resubscribe in the future, your data is still there.

Your profile and data retention

After cancellation, your FitXR account profile, workout history, and preferences are retained indefinitely unless you specifically request deletion. If you want FitXR to delete all your personal data, contact support@fitxr.com and clearly state your request to have your account and all associated data permanently removed.

Under New Zealand's Privacy Act 2020, you have the right to request deletion of your personal information. FitXR must comply with deletion requests within a reasonable timeframe, typically 20 working days.

Will you receive a refund when you cancel?

FitXR's refund policy

FitXR's standard terms state that subscriptions are non-refundable once digital content has been delivered or accessed. This is a common policy in the fitness and entertainment streaming industry. However, this policy is not absolute and does not override consumer protection laws.

If you subscribed through the FitXR website (via Paddle) and you cancel, you are not automatically entitled to a refund for the unused portion of your subscription. You will continue to have access until the end of your paid period, but no money is returned.

Exceptions and app store refunds

App stores are more generous with refunds than FitXR itself. Google Play, Apple App Store, Meta Store, and Pico Store all offer refund windows (usually 14 to 48 hours from purchase) if you've barely used the service. Stopee strongly recommends contacting your app store's support team immediately if you want to reverse a charge, as these refund windows are time-sensitive.

If FitXR has misrepresented the service (for example, if you were promised unlimited classes but many are region-locked or unavailable in New Zealand), you have grounds to dispute charges under the Consumer Guarantees Act. In that case, contact FitXR first to resolve the issue, then escalate to your payment provider (Paddle, Google, Apple, etc.) if FitXR refuses to cooperate.

Disputing unauthorised charges

If you see charges on your statement that you don't recognise, or if FitXR continued charging you after you cancelled, you can dispute the charge with your payment provider. For web purchases, contact Paddle directly. For app store purchases, contact your app store's support team. You can also contact your bank and request a chargeback if the merchant refuses to refund.

Warning: Chargebacks should be a last resort, as they can result in your account being permanently closed. Always attempt to resolve the issue with FitXR support and your payment processor first.

Common mistakes when cancelling FitXR

The emotional reality of cancellation

Cancelling a subscription can feel frustrating, especially if you intended to use it more than you did. You're not alone in this. Many people subscribe to fitness apps with the best intentions, realise they're not using them regularly, and feel disappointed in themselves rather than in the service. The good news is that cancelling is simple, and resubscribing later is always an option if your circumstances change.

Cancellation traps and how to avoid them

The most common mistake Stopee sees is cancelling in the wrong place. If you subscribed through Google Play, cancelling through the FitXR website does nothing. Your charges continue because Google Play is still processing the renewal. Always cancel where you subscribed.

The second trap is forgetting the 72-hour rule for web subscriptions. If you cancel on a Friday and your renewal is on Monday, you'll still be charged. Mark your renewal date in your calendar, then cancel at least three days before that date to be safe.

The third mistake is not requesting a refund when you're entitled to one. If you purchased through an app store and changed your mind within the refund window, you must actively request the refund; simply cancelling the subscription doesn't return your money automatically. Stopee recommends contacting app store support immediately after cancelling if you want to recover funds.

A fourth trap is deleting the FitXR app from your phone or headset and assuming that cancels your subscription. It does not. The app is separate from the subscription. Deleting it leaves your subscription active, and charges continue. Always cancel the subscription first through the account settings or support, then delete the app if you wish.

Checklist before and after cancellation

Pre-cancellation checklist

Use this checklist to prepare for a smooth cancellation and protect yourself from mistakes.

• Write down where you subscribed (FitXR website, Google Play, Meta Store, Apple App Store, or Pico Store).
• Check your renewal date; this is the deadline for your 72-hour cancellation notice.
• Decide whether you want a refund and whether your purchase falls within the refund window (typically 14 to 48 hours from purchase date).
• Take a screenshot of your current subscription plan and billing details for your records.
• Gather your account email and password (you'll need them to log in).
• Note the cancellation method for your platform from the sections above.

Post-cancellation checklist

Once you've cancelled, follow these steps to confirm the cancellation took effect.

• Save the cancellation confirmation email from FitXR, Paddle, or your app store.
• Log back into your account 24 hours later and verify that the subscription no longer shows as "active" or that the cancel button has disappeared.
• Check your email for a second confirmation (some platforms send two).
• Monitor your next expected billing date; no charge should appear after cancellation is confirmed.
• If a charge appears after cancellation, contact support with your confirmation email as proof that you cancelled.
• If resubscribing in the future, do so at least a week before your preferred start date to allow time for the system to process it.

Cancellation contact information for FitXR

How to reach FitXR support

FitXR is based in the United Kingdom and does not maintain a public postal address in New Zealand. All cancellations and customer support communications are handled via email.

Escalating a dispute in new zealand

If FitXR refuses to process your cancellation, does not refund you when required, or misrepresents the service, you have consumer protection options. First, lodge a formal complaint with FitXR in writing (email counts). If they do not respond or resolve the issue within 20 working days, you can escalate to the Commerce Commission, New Zealand's consumer protection authority.

The Commerce Commission investigates complaints about misleading or unfair business practices and can compel businesses to refund consumers. Visit consumerprotection.govt.nz to file a complaint.

Additionally, if you paid by credit or debit card, your bank may offer chargeback protection if you can demonstrate that FitXR breached its obligations under the Consumer Guarantees Act.

Final thoughts on cancelling FitXR

Cancelling FitXR is straightforward once you know where you subscribed and which method applies to you. Whether you purchased on the website, through Google Play, Meta Quest, Pico, or Apple App Store, the process takes fewer than five minutes, and you retain full access until the end of your paid period.

Remember the 72-hour rule for web subscriptions, request refunds through app stores within the refund window, and keep your cancellation confirmation email as proof. If you encounter any issues or believe FitXR has failed to deliver on its promises, New Zealand's Consumer Guarantees Act protects you, and you have the right to dispute charges and request refunds.

Stopee has helped thousands of New Zealand consumers navigate cancellations cleanly and claim refunds when they're entitled to them. For more guidance on cancelling other subscriptions and understanding your consumer rights, visit Stopee and explore our complete cancellation guides. Your power as a consumer starts with knowing your rights and taking action.