Manage Cerebral

How to cancel cerebral in new zealand: your step-by-step guide to ending your telehealth subscription

What cerebral is and how it works

Cerebral is an online mental health platform that connects you with licensed therapists, psychiatrists, and other clinicians via video visits, phone calls, and in-app messaging. The service lets you access prescription management and ongoing psychiatric care without visiting a physical clinic, all through your web browser or mobile app.

You subscribe to a care plan that auto-renews each billing period unless you actively cancel. The way you signed up matters: if you subscribed through Cerebral's website, the Apple App Store, or Google Play, your cancellation process and refund eligibility may differ. At Stopee, we help you navigate these platform-specific rules so you don't accidentally stay charged.

How the platform charges you

When you start a Cerebral subscription, the company sets up automatic recurring billing. Your payment renews on your scheduled billing date each month or subscription period, and you continue to have access to the platform until you cancel. Crucially, cancelling your subscription stops future charges but does not give you an immediate refund for the current period you have already paid for.

Why cancellation timing matters

Cerebral requires you to cancel at least one day (24 hours) before your next billing date to prevent the next charge. If you miss this window, you will be charged again, and you will need to request a refund separately. This is why Stopee emphasises the importance of acting quickly once you decide to leave.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 give you specific protections that apply even if Cerebral's terms say "no refunds."

What you are entitled to

You have the right to cancel a distance contract (including online services) within 14 days of purchase if you are a consumer, not a business. This cooling-off period applies even if Cerebral's website doesn't explicitly mention it, because New Zealand law requires it. If you cancel within 14 days of first signing up, you should receive a full refund of your subscription fee.

Beyond the 14-day window, the Consumer Guarantees Act says services must be of acceptable quality, fit for purpose, and delivered with reasonable care. If Cerebral fails to deliver the mental health care you contracted for-for example, if you cannot access a clinician, or the service is repeatedly unavailable-you may have grounds to demand a refund or credit, even after 14 days.

How to use your rights if cerebral refuses

If Cerebral denies your refund request, you can escalate to the Commerce Commission or seek advice from Consumer NZ. Document your cancellation request, the date you sent it, and any response you receive. Stopee recommends saving screenshots of your account, billing records, and all correspondence with Cerebral support-these become vital evidence if you need to file a complaint with a regulator.

Methods to cancel cerebral

Your cancellation route depends on where you signed up. Each platform-Cerebral's website, Apple App Store, or Google Play-has its own process and billing system. Below are the exact steps for each one.

Cancel through cerebral's website (cerebral.com)

This is the most direct route if you subscribed via the Cerebral website itself. You control the entire process through your account dashboard.

1. Visit cerebral.com and sign in with your email and password.
2. Navigate to your account settings or subscription management section (usually found under "Account," "Settings," or "Profile").
3. Look for "Subscription," "Billing," or "Cancel Subscription" and click it.
4. Read the cancellation confirmation carefully. Cerebral will tell you when your access ends (typically the end of your current billing period).
5. Confirm your cancellation. You should receive an email confirmation within minutes.
6. Pro tip: Cancel at least one day before your next billing date to avoid being charged again. Check your confirmation email for the exact date your subscription renews.

Cancel via the apple app store (iOS)

If you subscribed to Cerebral through the Apple App Store, you must cancel through your Apple account settings, not through Cerebral's app. Apple manages the billing and cancellation, not Cerebral.

1. On your iPhone or iPad, open the Settings app.
2. Tap your name at the top, then select "Subscriptions."
3. Find and tap "Cerebral."
4. Tap "Cancel Subscription" and confirm.
5. Apple will show you when your access ends. You will receive an email confirmation from Apple.
6. Warning: You must cancel at least 24 hours before your renewal date, or you will be charged again. Mark your calendar.

For detailed Apple support, visit Manage subscriptions on your Apple device.

Cancel through google play (Android)

Android users who subscribed via Google Play must cancel through their Google Play account, just as iOS users must use Apple's system. Google handles your billing independently.

1. Open the Google Play app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions."
4. Tap "Subscriptions" and find "Cerebral."
5. Select "Cancel subscription" and follow the prompts.
6. You will see confirmation of when your access ends and receive an email from Google.
7. Pro tip: If you are in New Zealand and subscribed before moving here, your billing currency and region may be set to your original location. Check your payment method under account settings.

For full Google support details, visit Cancel a subscription on Google Play.

What happens after you cancel

Cancelling Cerebral is a relief, but you need to know exactly what changes and what stays the same.

Your access and account after cancellation

Once you cancel, Cerebral stops charging you after your current billing period ends. You retain access to the platform-your messages, clinical notes, and appointment history-until the last day of the period you have already paid for. After that date, your access closes.

Your account itself does not automatically delete. If you want your account completely removed, you must request account deletion separately through Cerebral support or your account settings. Deleting your account is different from cancelling your subscription, so do not assume one action does both.

Your health records and data

When you cancel, your clinical records, therapy notes, and prescription history remain stored by Cerebral unless you request deletion. Under New Zealand privacy law, you have the right to access your personal health information and request its deletion. Contact Cerebral's privacy team or support to understand their data retention policy and to request deletion if you want it.

Keep copies of any important clinical summaries or medication lists for your own records before your access closes, especially if you plan to switch to another provider.

Refund eligibility and how to claim

Refunds are the most common question after cancellation, and the answer depends on when you cancel and your jurisdiction's consumer protections.

Cerebral's stated policy

Cerebral's terms of service state that subscription fees and purchases are generally non-refundable for partial periods. The company claims the right to issue refunds or credits at its sole discretion, meaning it is not obligated to refund you in every case. However, this blanket policy does not override New Zealand consumer law.

When you can get a refund

If you cancel within 14 days of your first subscription charge, you have a statutory right to a full refund under New Zealand's distance selling rules. This applies regardless of Cerebral's no-refund clause. Send a cancellation request in writing (email counts) and explicitly state that you are exercising your 14-day cooling-off right.

If you cancel after 14 days, you may still qualify for a partial or full refund if Cerebral failed to deliver the service as promised-for example, if clinicians were unavailable, the app was broken, or your prescribed treatment did not proceed. Stopee recommends documenting these failures with dates and screenshots.

How to request a refund

1. Contact Cerebral support via email or in-app messaging and clearly state you want a refund.
2. Explain your reason: whether you are within 14 days, or whether the service failed to meet your expectations.
3. If the company refuses, send a follow-up email citing the Consumer Guarantees Act and your specific concern. Keep the tone firm and professional.
4. If Cerebral still refuses, escalate your complaint to the Commerce Commission or Consumer NZ with copies of all correspondence.
5. Pro tip: Stopee has helped thousands of consumers negotiate refunds by standing firm on their legal rights and providing clear evidence of their cancellation request and the date they sent it.

Cerebral subscription pricing in new zealand

Cerebral publishes most of its pricing in USD (US dollars), not NZD. This table shows typical subscription tiers and what they include, though your actual NZD cost will depend on exchange rates and your payment processor's fees.

New Zealand consumers will pay these amounts converted to NZD at the time of charge, plus any currency conversion fees your bank applies. Always check your account billing history to confirm the NZD amount before you subscribe.

Common mistakes when cancelling cerebral

Cancelling should be simple, but small oversights can leave you charged again or locked out of your account when you need it most.

Missing the cancellation deadline

The biggest mistake is waiting until your billing date to cancel. Cerebral requires you to cancel at least one day (24 hours) in advance. If your subscription renews on the 15th of the month and you cancel on the 15th, you will be charged again. Set a phone reminder for two days before your renewal date so you cancel in time.

Cancelling the app instead of the subscription

Deleting the Cerebral app from your phone does nothing to stop billing. You must cancel through your subscription settings (Cerebral's website, Apple, or Google Play), not by uninstalling the app. Many people delete the app thinking they have cancelled, then are shocked to see a charge weeks later.

Confusing account deletion with subscription cancellation

Deleting your Cerebral account does not automatically cancel your subscription. You must cancel the subscription first, then request account deletion if you want to. Do both actions separately and confirm each one with an email receipt.

Ignoring the confirmation email

After you cancel, Cerebral or your payment processor (Apple, Google) will send a confirmation email. Read it carefully. It should state the exact date your subscription ends and your final access date. If you do not receive a confirmation within 24 hours, contact support again to verify the cancellation went through.

Your cancellation checklist

Use this checklist to make sure you have cancelled correctly and protected yourself.

• Identify where you subscribed: Cerebral website, Apple App Store, or Google Play.
• Log in to your account and locate the subscription or billing settings.
• Note your next billing date and cancel at least 24 hours before it.
• Complete the cancellation process and take a screenshot of the confirmation page.
• Check your email for a confirmation message within 24 hours.
• If you are within 14 days of your first charge, send a follow-up email to support citing your 14-day cooling-off right and requesting a refund.
• Save all emails, screenshots, and confirmation codes in a folder on your computer or phone.
• Mark your calendar for the date your access ends, so you can download or screenshot any important health records before they become unavailable.
• If Cerebral charges you again after cancellation, contact support immediately with your cancellation confirmation and request a reversal.
• If the company refuses to refund or reverse the charge, file a complaint with Commerce Commission or Consumer NZ, attaching your evidence.

Cerebral contact and mailing address for disputes

If you need to escalate a cancellation, billing, or refund dispute beyond email support, Cerebral's official mailing address (per their terms of service) is the only formal address the company publishes for disputes and formal correspondence:

Cerebral Inc.
Attn: Legal/Billing Disputes
548 Market Street, Suite 29449
San Francisco, CA 94104
USA

Send any formal dispute letter by registered mail or email (if you have support contact details). Keep a copy of your letter and proof of delivery. This address is your paper trail if you need to file a complaint with the Commerce Commission or pursue legal remedies.

Final steps and next steps

Cancelling Cerebral is final once you submit your request and receive confirmation. You lose access at the end of your paid period, so download or screenshot any health records, therapy notes, or medication lists you want to keep before that date arrives.

If you are moving to another telehealth or mental health provider, ask your Cerebral clinician for a summary of your treatment plan and current medications so your new provider has context. This helps avoid gaps in your care and ensures continuity of treatment.

At Stopee, we understand that cancelling a health service is often a difficult decision, whether you are moving providers, changing your priorities, or stepping back from mental healthcare altogether. Our mission is to make the cancellation process clear, fast, and fair. We have helped thousands of consumers cancel Cerebral without unnecessary delays or hidden charges, and we are here to answer questions or help you understand your rights under New Zealand consumer law. Visit Stopee today to access guides, templates, and escalation advice for cancelling any subscription.