Manage Burst Health

How to cancel burst health in new zealand: your complete guide to exiting safely

Why burst health may no longer be right for you

Burst Health operated as an online telehealth and medication delivery service, offering convenience and discreet home delivery to Australian and New Zealand customers. However, the service exited the New Zealand market in 2024 following a regulatory warning from Medsafe, the country's medicines authority. If you're still subscribed, you may want to cancel and transition to a local alternative provider that remains compliant with New Zealand health regulations.

At Stopee, we understand that cancelling a health service carries emotional weight-you may feel uncertain about what happens to your medical records, whether you'll be charged after you leave, or how to protect yourself if something goes wrong. This guide walks you through every step, your legal rights, and the practical actions that will protect you.

What happened to burst health in new zealand

In 2024, Burst Health made the decision to exit the New Zealand market following a warning from Medsafe. This means the company no longer accepts new patients from New Zealand, and there is no New Zealand-specific customer support or pricing structure available. If you signed up before the market exit, your account may still be active, but you should confirm your subscription status and plan your cancellation carefully.

Why cancelling now protects you

Continuing a subscription with a service that no longer operates in your jurisdiction creates three risks: unexpected billing from an Australian entity, difficulty accessing customer support if something goes wrong, and unclear data handling when the company eventually winds down its international operations. Cancelling immediately eliminates these risks and allows you to transition to a compliant New Zealand telehealth provider with local regulatory oversight.

How to cancel burst health step by step

Burst Health allows you to manage your subscription directly through your online account with no lock-in contracts or hidden exit fees. Follow these steps to cancel safely and keep proof of your action.

Cancelling via the burst health website or app

1. Sign in to your Burst Health account using your email address and password.
   • If you've forgotten your password, use the "Forgot password" link and follow the email reset instructions.
   • If you cannot log in, contact Burst Health support before proceeding further.
2. Locate the "Manage subscription" or "My subscriptions" section in your account dashboard.
   • This is typically found in settings, account management, or a dedicated billing section.
   • If you see multiple subscriptions, identify which one covers your regular service.
3. Select the subscription you wish to cancel.
   • Review the cancellation date and any pending orders before confirming.
   • Note whether you're pausing (temporary) or cancelling (permanent)-select "Cancel" for a permanent exit.
4. Choose "Cancel" and follow any on-screen confirmation prompts.
   • The system may ask why you're leaving; you can skip this or provide feedback.
   • Some companies offer a discount to stay; only accept if you genuinely want to continue.
5. Take a screenshot or download a PDF confirmation of your cancellation.
   • Pro tip: Save this with today's date in the filename so you can find it later if needed.
   • Write down the cancellation date, reference number, and the timestamp from your screen.
6. Check your email for a cancellation confirmation message from Burst Health.
   • If you don't receive an email within 24 hours, log back in to confirm the cancellation went through.
   • Warning: Do not assume you've cancelled until you have written proof in your inbox.

If you cannot access your online account

If login fails or your account appears locked, contact Burst Health's customer support directly. Because the service has exited New Zealand, their support may be limited to their Australian operations. Use the contact details available on their website or your previous account emails. Keep a record of all contact attempts, dates, and any response you receive. If Burst Health does not respond within 5 business days, escalate your concern to your bank and the Commerce Commission (see "Your consumer rights in New Zealand" below).

What happens to your account and data after cancellation

Once you cancel, several things change-understanding the timeline protects you from surprise charges and helps you plan your healthcare continuity.

When your access stops

Your subscription cancellation typically stops future renewals and new orders immediately, but access to services you've already paid for may continue until the end of your current billing cycle or paid period. For example, if you paid for a monthly subscription on the 15th of the month, you may retain access until the end of that month even if you cancel on the 20th. Ask Burst Health to clarify your specific access end-date when you cancel, or check your account dashboard for the cutoff date.

Your personal and medical data

Your account, medical history, and personal data remain stored with Burst Health according to their privacy policy unless you submit a formal deletion request. In New Zealand, you have rights under the Privacy Act 2020 to request deletion or access to your personal information. If you want Burst Health to delete your data, send a written request to their support address and keep a copy. Given that Burst Health has exited the New Zealand market, it's reasonable to request deletion to ensure your health information doesn't remain indefinitely with an offshore entity no longer serving your country.

Keeping records for your protection

Save copies of your cancellation confirmation, receipts for any final charges, and any correspondence with Burst Health. Store these in a folder (digital or physical) labeled "Burst Health Cancellation" and keep them for at least 12 months. If a dispute arises later-for example, you're charged after cancelling-these records become your evidence.

Will you get a refund when you cancel

Refund entitlements depend on when you cancel, what you've paid for, and your consumer rights under New Zealand law. Stopee recommends understanding all three before accepting "no refund" as a final answer.

Burst health's stated refund policy

Burst Health's terms state that Australian Consumer Law applies to the service, which means consumer guarantees are preserved. However, the company's public terms do not explicitly state a general refund policy (such as a 14-day cooling-off period for new subscriptions). This creates ambiguity: their silence on refunds does not mean you have no refund rights; it means you must rely on consumer law instead.

When you may be entitled to a refund

Under New Zealand consumer law (covered in detail below), you may qualify for a refund if:

• You cancel within 14 days of purchase and the service has not yet been delivered (applies to distance sales under the Fair Trading Act).
• The service was not fit for its purpose or breached consumer guarantees (Consumer Guarantees Act).
• You were charged after your cancellation date due to a billing error or system failure.
• Burst Health made misleading claims about the service or its availability in New Zealand.

What to do if you're charged after cancelling

Unexpected charges after cancellation are one of the most common complaints Stopee hears. Here's how to resolve it:

1. Check your account immediately to confirm your cancellation went through.
   • Log in and verify that your subscription shows as "cancelled" and not "active" or "paused".
   • If your account still shows active, cancel again and take a new screenshot.
2. Contact Burst Health support with your cancellation confirmation and the unwanted charge details.
   • Use email so you have a written record; include the date charged, amount, and cancellation date.
   • Request a refund and provide your cancellation screenshot as proof.
3. Allow 10 business days for a response. If Burst Health doesn't refund or respond, escalate to your bank.
   • Contact your bank or card issuer and request a chargeback or dispute.
   • Provide them with your cancellation confirmation and Burst Health's non-response email.
4. If your bank's dispute is rejected, contact the Commerce Commission (see below for details).
   • The Commerce Commission can investigate unfair trading practices and unresolved billing disputes.
   • Keep all correspondence for your complaint file.

Pro tip: Banks and card issuers typically favour cardholders when a company cannot prove they honoured a cancellation request. This is your strongest lever if Burst Health refuses to refund.

Burst health pricing and subscription plans

Burst Health is no longer available to New Zealand customers, so pricing information is historical. However, understanding what you paid helps you assess whether any refunds apply.

Pricing and plan details

If you were still being charged in NZD before the market exit, contact your bank to confirm whether Burst Health was converting to AUD or charging you in a different currency, as this affects refund calculations.

Your consumer rights in new zealand

You have strong legal protections in New Zealand that apply even when cancelling a service provided by an offshore company. Stopee encourages you to understand and use these rights.

The consumer guarantees act and fair trading act

Two laws protect you when buying health services in New Zealand:

• Consumer Guarantees Act 1993: Requires that goods and services are of acceptable quality, fit for purpose, and delivered safely. If Burst Health's service failed to meet these standards (for example, if it didn't deliver prescribed medications safely or caused harm), you may claim a refund or remedy.
• Fair Trading Act 1986: Prohibits misleading or deceptive conduct. If Burst Health misrepresented its status in New Zealand or made false claims about its regulatory approval, you have grounds to complain and seek redress.

Both laws apply to services purchased by New Zealand residents, even if the company is based overseas.

Steps to enforce your rights if burst health refuses to refund

1. Keep all evidence: purchase receipts, cancellation confirmations, billing statements, and email correspondence with Burst Health.
   • Organize this chronologically so a regulator can follow the timeline.
   • Include screenshots of your account showing the cancellation.
2. Send a formal written request for a refund or remedy to Burst Health.
   • Use registered email or post and ask for a response within 14 days.
   • State the legal basis (Consumer Guarantees Act or Fair Trading Act) and the specific amount you're seeking.
3. If Burst Health does not respond or refuses, contact the Commerce Commission.
   • Visit www.comcom.govt.nz or call 0800 943 600 to lodge a complaint.
   • The Commission investigates unfair trading and can compel refunds if a breach is found.
4. Alternatively, contact a consumer advice service in your region (e.g., Community Law Centre, Citizens Advice Bureau).
   • Many offer free guidance on how to pursue a claim in the District Court.
   • Small claims (under NZD 15,000) can be filed without a lawyer.

Important: Because Burst Health has exited New Zealand, the Commerce Commission may have greater leverage to act, as the company can no longer claim it's a functioning local provider.

Common mistakes when cancelling burst health

Cancelling a health service is stressful, and it's easy to rush. The mistakes below cost people time, money, and refunds-but they're all avoidable.

Assuming you've cancelled without proof

Many people cancel verbally, via live chat, or click "cancel" but don't save the confirmation. Days later, they're charged again and realize they have no evidence of their cancellation request. Always screenshot or download your cancellation confirmation before closing the window. If you cancelled via email or phone, follow up with a written confirmation request and save their response.

Not checking your account after cancellation

Your cancellation status should change to "inactive" or "cancelled" in your account dashboard within 24 hours. If it still shows "active" or "paused," the cancellation didn't process. Log back in, try again, and contact support if the issue persists. Ignoring this step leaves you vulnerable to unexpected charges.

Accepting a "pause" instead of a "cancel"

Burst Health may offer to pause your subscription instead of cancelling it. Pausing means you remain a customer and may be charged again when the pause ends (often automatically after 30 or 90 days). If you want to leave permanently, select "cancel," not "pause."

Not disputing unauthorized charges quickly

If you're charged after cancelling, contact your bank within 30 days of the charge. Banks have stricter deadlines for chargebacks, and you forfeit your rights if you wait too long. Stopee recommends flagging any post-cancellation charge to your bank within one week.

Deleting your account without cancelling first

Do not delete your account before cancelling your subscription. Deletion may remove your access to the "Manage subscription" section, leaving you unable to cancel. Always cancel first, then request account deletion if you wish.

Checklist: before and after your burst health cancellation

Use this checklist to ensure you've covered every step and protected yourself from missed payments, data leaks, and billing disputes.

Alternative telehealth services in new zealand

After you cancel Burst Health, you may want to transition to a compliant New Zealand telehealth provider. Several alternatives operate under New Zealand regulatory oversight and offer similar services.

What to look for in a replacement service

When choosing a new telehealth provider, verify that it:

• Operates under New Zealand health regulations (registered with relevant health authorities).
• Has clear cancellation policies stated in its terms and conditions.
• Offers transparent pricing in NZD with no hidden fees.
• Provides customer support accessible to New Zealand residents.
• Has positive customer reviews on independent sites.

Your GP can recommend accredited telehealth services, or you can search the Health and Disability Services (Safety) Act register to confirm a provider's regulatory status.

Customer reviews and experiences with burst health

Understanding what other customers experienced helps you recognize warning signs and set realistic expectations for any refund claims.

What customers appreciated

Before its exit, Burst Health received praise for convenience, discreet medication delivery, and a straightforward online booking and ordering process. Many customers valued the speed of service and reported friendly, professional support interactions. These positive experiences confirm that the platform was functional during its operational period in New Zealand.

Common complaints and concerns

The most frequent complaints involved unexpected charges after cancellation and difficulty obtaining refunds. Some customers reported that their cancellation requests were acknowledged but not processed, resulting in charges weeks or months later. Others mentioned that customer support became less responsive after the market exit announcement. If you experienced similar issues, you have a strong case for escalating to the Commerce Commission, especially since the company's withdrawal from New Zealand makes enforcement against future unauthorized charges your priority.

Contacting burst health: address and support details

Because Burst Health exited the New Zealand market, there is no New Zealand-specific customer support address. All remaining customer service is handled through their Australian operations.

Available contact information

Warning: Do not expect rapid or detailed responses from Burst Health given its exit from New Zealand. If support does not reply within 10 business days, proceed immediately to your bank and the Commerce Commission rather than waiting longer.

Final steps and your next moves

Cancelling Burst Health protects you from ongoing charges and data uncertainty in a jurisdiction where the service no longer operates. By following the steps in this guide-cancelling your subscription, keeping proof, monitoring your bank statement, and understanding your consumer rights-you've taken control of your health service decisions.

If Burst Health charges you after cancellation or refuses a refund despite your legal rights, contact the Commerce Commission at www.comcom.govt.nz or 0800 943 600. New Zealand law is firmly on your side, and the Commission investigates exactly these scenarios.

Stopee has helped thousands of consumers cancel problematic subscriptions and recover refunds through clear, step-by-step guidance and knowledge of their legal rights. Visit Stopee at stopee.com to access free cancellation guides for other services, track your refund status, and learn how to spot unfair terms before you subscribe. When you're ready to move forward with a new telehealth provider, use the checklist above to ensure your new choice offers transparent cancellation terms and local regulatory compliance. Your health and your wallet deserve nothing less.