Manage Found

How to cancel found in new zealand and protect your refund

What is found

Found is a subscription-based financial services platform offering tiered membership plans designed to simplify expense tracking, invoicing, and small-business banking. If you've signed up for Found in New Zealand, you have specific consumer rights and cancellation pathways-and knowing them upfront can save you money and frustration.

Service overview and subscription tiers

Found operates two main subscription plans: CORE and PLUS. Both tiers grant you access to the Found app, where you can track expenses, manage invoices, and monitor your business finances. You manage your subscription directly through the app or through the app store where you originally purchased it (Apple App Store or Google Play).

Where found's terms are published

Found publishes its cancellation, refund, and billing terms in its offer documents and terms and conditions. Before you cancel, take 5 minutes to review these documents on Found's website-they define what you're entitled to and what you're not. This is your first line of defence if a dispute arises later.

Why you might want to cancel found

Common reasons people cancel include: switching to a competitor's platform, discovering the interface doesn't suit their workflow, unexpectedly high renewal charges, or simply not using the service enough to justify the cost. Whatever your reason, Stopee empowers you to exit cleanly and on your terms.

Before you commit to cancelling

Ask yourself: Are you cancelling because you genuinely don't need it, or because you're frustrated with one feature? Found's CORE plan may suit some users while PLUS offers more. You can also downgrade before cancelling if you want to keep access but reduce costs. Check Found's app settings for a downgrade option first.

Avoiding buyer's remorse

If you're within 3 days of purchase or before your first medical consultation (if applicable), you're protected by Found's stated refund policy. Beyond that window, cancellation is usually final. Stopee recommends you verify your cancellation actually processed within 24-36 hours and that your next renewal doesn't charge you.

How to cancel found via the app

The most straightforward cancellation method in New Zealand is through the Found app itself. Here's exactly how to do it without getting stuck.

Step-by-step app cancellation

1. Open the Found app on your phone or tablet.
   • Make sure you're logged into the account you want to cancel.
   • If you're logged into the wrong account, log out and log back in as the correct user.
2. Navigate to Account Details or Settings.
   • Look for a menu icon (three horizontal lines) or a profile icon in the bottom right corner.
   • Tap Account, Settings, or Your Account-the exact label varies by app version.
3. Find and tap "Cancel Membership" or "Cancel Subscription."
   • Scroll down if you don't see it immediately.
   • If you see "Pause Subscription" instead, you may be able to pause before cancelling permanently.
4. Read any final messages or surveys and confirm your cancellation.
   • Found may ask why you're leaving. You don't have to answer, but your feedback can help them improve.
   • Do not close the app during this step-wait for a confirmation message or screen.
5. Wait for a confirmation notification or email.
   • Cancellation typically processes within 24-36 hours, depending on your plan.
   • Save any confirmation screen shot or confirmation email for your records.
6. Verify no new charge appears on your next billing date.
   • Check your bank or card statement 2-3 days after your renewal date passes.
   • If you're charged after cancellation, escalate immediately (see the consumer rights section below).

What to do if the app method fails

Warning: Some users report that the "Cancel Membership" button doesn't appear or tapping it does nothing. If this happens, don't keep trying-move to the email or app store method instead. Repeatedly tapping a broken button wastes time you could spend getting support.

Pro tip: Take a screen shot of your account details (subscription type, renewal date, plan name) before you cancel. This gives you proof of what you cancelled if Found later charges you again or disputes your refund claim.

How to cancel found by email or app store

If the app method doesn't work, or if you'd prefer a documented paper trail, you have two additional cancellation routes.

Cancellation via email support

1. Open your email client and compose a new message to support@joinfound.com.
   • Use a professional, clear subject line: "Cancellation request for [your email address]" or "Please cancel my Found subscription."
2. Include essential details in the email body.
   • Your full name (as it appears on your Found account).
   • The email address associated with your Found account.
   • Your subscription plan name (CORE or PLUS).
   • Your renewal date (check your last invoice or bank statement).
   • A simple statement: "I request cancellation of my Found subscription effective immediately."
3. Send the email and retain a copy for your records.
   • Do not delete the sent message from your outbox.
   • Mark the email as important or star it so you can find it later if you need proof of your request.
4. Wait for a response from Found.
   • Expect a reply within 24-48 hours (Found's standard support window).
   • The response should confirm your cancellation and provide a reference number.
5. Confirm cancellation after the stated processing time.
   • After 36 hours, log back into the Found app and check if your subscription still shows as active.
   • If it's still there, follow up with Found using your reference number.

Cancellation via apple app store or google play

If you subscribed through Apple or Google rather than directly, you must cancel through that app store's subscription management system-not through Found's app or email. Found cannot cancel subscriptions purchased through these platforms.

1. For Apple App Store subscribers:
   • On your iPhone or iPad, go to Settings > [Your Name] > Subscriptions.
   • Tap Found and select "Cancel Subscription."
   • Confirm the cancellation and take a screen shot.
2. For Google Play subscribers:
   • Open the Google Play app on your Android device.
   • Tap Menu > Subscriptions.
   • Select Found and tap "Cancel Subscription."
   • Save a screen shot of the cancellation confirmation.
3. Verify the cancellation in the app store's records.
   • After 24 hours, return to your subscription list and confirm Found no longer appears as active.

Pro tip: Cancelling through Apple or Google Play can be faster than emailing Found, because the app store processes the termination immediately. However, the effectiveness window is still 24-36 hours before your renewal date to avoid being charged.

When does found cancellation take effect

Timing is critical. Understand exactly when your access stops and when you avoid your next charge.

Processing timelines and access

Found processes cancellations within 24-36 hours of your request, depending on which plan you're on and which method you use. Once processing is complete, your membership access ceases and you can no longer log in. However, you retain access until the end of your current billing cycle if you cancel before the renewal date.

Warning: Do not cancel on your renewal date itself. If your renewal is tomorrow, cancel today. If you wait until the renewal date passes, Found may charge you first, then process your cancellation-leaving you to fight for a refund.

Avoiding surprise renewal charges

To guarantee you avoid being charged at renewal, cancel at least 48 hours (or 36 hours on some plans) before your next billing date. If you're unsure of your renewal date, check your last invoice, bank statement, or the Found app's subscription details screen. Write this date down and set a reminder on your calendar-this is the single most important date to remember.

Will you receive a refund from found

Refunds are where cancellation can get complicated, and where Stopee's guidance matters most. Know your rights before you expect money back.

Found's stated refund window

Found offers a full refund of your membership fee if you cancel within 3 days of your original purchase date, or before you complete your first medical consultation (if applicable). After that window closes, membership fees are final and non-refundable to the extent permitted by New Zealand law.

Items that are never refundable

Even if Found refunds your membership fee, medication costs, lab kits, co-pays, and other out-of-pocket expenses are not refundable once dispensed or shipped. Renewal payments are also non-refundable-your only protection against renewal charges is to cancel before the renewal date arrives.

Your consumer rights in new zealand

New Zealand law provides you with protections that may extend beyond Found's stated terms. Understanding these rights is essential if Found refuses to refund you or cancels your access without warning.

The consumer guarantees act and digital services

The Consumer Guarantees Act 1993 protects you when you buy goods or services. Found is a digital service, and the Act applies. Key protections include:

• The service must be of acceptable quality (it must work as advertised and be fit for purpose).
• The service must be provided with reasonable care and skill.
• If the service fails, you have the right to a refund, repair, or replacement within a reasonable timeframe.

Found's terms state fees are "final and non-refundable to the extent permitted by law." This phrase signals that Found acknowledges statutory protections exist-but they're trying to limit them in their contract.

When the consumer guarantees act overrides found's terms

If Found's service is fundamentally broken (the app crashes constantly, features don't work, or you cannot access your account), the Consumer Guarantees Act may entitle you to a refund even after the 3-day window. You don't have to accept Found's "final and non-refundable" clause if the service itself is defective.

Pro tip: If Found's app is broken or unusable, document the problem. Take screen shots of error messages, note dates and times when the app failed, and save email exchanges with support. This evidence is vital if you need to escalate to the Commerce Commission or seek a chargeback from your bank.

Escalation: the commerce commission

If Found refuses to refund you and you believe your Consumer Guarantees Act rights have been breached, you can lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commission investigates unfair contract terms and misleading business practices. Stopee recommends documenting everything before escalating: emails, screen shots, cancellation confirmations, and any refund denial messages from Found.

Found pricing and plan comparison

Understanding what you're paying for helps you decide whether cancellation is the right choice or whether downgrading might be better.

Specific pricing in NZD is not publicly confirmed in verified sources. Check Found's official pricing page, your purchase receipt, or the app store listing for exact current costs. Stopee advises comparing your actual charges against Found's advertised price-if there's a mismatch, query it with Found before you cancel.

Common mistakes when cancelling found

Cancelling Found is straightforward, but a few missteps can lead to unexpected charges or lost refund opportunities. Take a breath and avoid these traps.

Mistake 1: cancelling on the renewal date

If your renewal date is tomorrow and you cancel tomorrow, Found may process your renewal charge first, then process your cancellation. Now you're fighting for a refund instead of avoiding the charge entirely. Cancel at least 48 hours before your renewal date-mark it on your calendar today.

Mistake 2: not confirming cancellation was processed

You submit a cancellation request via the app, and then you assume it's done. Two weeks later, Found charges you again. You never checked whether cancellation actually processed. Always verify by logging back in after 36 hours and confirming your subscription no longer shows as active. If it's still there, escalate immediately.

Mistake 3: cancelling through the wrong channel

You subscribed through Apple App Store but you try to cancel through Found's app. Found can't help you because Apple owns the billing relationship. Now you've wasted time and you're still at risk of being charged. Know where you subscribed, and cancel in that same place.

Mistake 4: not saving proof of cancellation

You cancel via email and receive a confirmation. You don't save it. Three months later, Found charges you again and disputes that you ever cancelled. You have no proof. Save every confirmation email, screen shot, and reference number. Create a folder on your computer or phone labelled "Found Cancellation" and keep everything there.

Mistake 5: expecting a refund for renewal payments

You cancel on your renewal date, and Found charges you. You ask for a refund because you cancelled. Found says "renewal payments are non-refundable." They're right-but only because you cancelled too late. You can't unwind this; next time, cancel before the renewal date.

What happens to your account and data after cancellation

Once cancellation is effective, your access to Found ends. Here's what you need to know about your data and account status.

Service access and account closure

You lose access to the Found app immediately after cancellation is processed (24-36 hours). You cannot log in, view your expense history, or download invoices through the app. Some users report abrupt account closures with minimal warning-this is standard once your cancellation becomes effective.

Preserving your data

Pro tip: Before you cancel, export or screen shot any important data (invoices, expense reports, financial summaries). Found may or may not preserve your historical data after your account closes. If you need records for tax or business purposes, get them out before cancellation takes effect.

Refunds and payment methods

If you're eligible for a refund (within the 3-day window or due to a service fault), Found returns the money to the original payment method you used. This can take 5-10 business days, depending on your bank. If you don't see the refund after 10 business days, contact Found or your bank to trace it.

Cancellation checklist and next steps

Use this checklist to ensure you've covered all bases before, during, and after your cancellation.

• Write down your renewal date and set a phone reminder 3 days before it (48-72 hours buffer).
• Note your subscription plan name (CORE or PLUS) and the email address on your account.
• Export or screen shot any invoices or expense reports you need to keep.
• Decide which cancellation method you'll use (app, email, or app store).
• If using app store, log into Apple/Google account first and test the subscription settings.
• Submit your cancellation and take a screen shot of the confirmation screen or email.
• Wait 36 hours, then log back into Found and verify your subscription shows as cancelled.
• Check your bank or card statement on your old renewal date to confirm no new charge appears.
• If you see an unexpected charge, contact Found immediately with your cancellation proof.
• If Found refuses to refund you and you believe they've breached the Consumer Guarantees Act, lodge a complaint with the Commerce Commission (comcom.govt.nz).

Final words: you're in control

Cancelling Found is a straightforward process when you follow the correct steps and timelines. The key to success is preparation: know your renewal date, use the right cancellation method for how you subscribed, and verify the cancellation actually processed. Stopee has helped thousands of New Zealand consumers navigate subscription cancellations and recover refunds by arming them with knowledge and confidence. You have consumer rights, and Found's terms cannot override them if the service itself is defective or if you cancel within the statutory refund window.

If you encounter resistance from Found, or if you're charged after cancellation, escalate to the Commerce Commission. New Zealand law is on your side-you just need to know how to use it. Take action today: cancel confidently, verify completion, and move on to a service that truly fits your needs.

Found cancellation contact information

Email support: support@joinfound.com

For cancellations via Apple App Store: Go to Settings > [Your Name] > Subscriptions > Found > Cancel Subscription

For cancellations via Google Play: Open Google Play > Menu > Subscriptions > Found > Cancel Subscription

If Found refuses to help, escalate to: Commerce Commission New Zealand, comcom.govt.nz, or phone 0800 943 600

Stopee's mission is to empower you to take control of your subscriptions and protect your rights. Whether you choose to cancel Found or any other service, we're here to guide you through every step with clarity, empathy, and actionable advice.