Manage Fresha

How to cancel your fresha account and get your money back in new zealand

What is fresha and why you might want to cancel

Fresha is an appointment-booking platform that connects you with salons, spas and wellness providers across New Zealand. You book appointments directly with individual partners (the salon or spa owner), not with Fresha itself. Fresha provides the technology, payment processing and marketplace infrastructure, but your legal agreement sits between you and the partner business.

If you're thinking about cancelling your Fresha account or a specific appointment, you're in the right place. At Stopee, we help thousands of New Zealand consumers cancel unwanted services every month, and we understand the frustration of unclear cancellation processes. This guide breaks down your options step by step.

Key things to know before you cancel

Fresha operates as a middleman platform. Your appointment cancellation rights, refund policies and deposit rules are determined by the individual partner (the salon or spa), not by Fresha itself. This distinction matters when you're seeking refunds or disputing a charge.

You may have different types of charges to manage: appointment bookings through the Fresha platform, app subscriptions purchased via Apple App Store or Google Play, paid Fresha business plans (if you own a salon), and gift card purchases. Each cancellation path is different.

Why new zealand consumers cancel fresha

The most common reasons include: cancelling an appointment due to illness or schedule conflict; disputing a no-show charge from the partner; removing a subscription charge you no longer want; or switching to a competitor platform. Understanding your specific reason helps you choose the right cancellation method.

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Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act gives you legal protection when you book services or purchase goods. Understanding these rights is your strongest lever if Fresha or a partner refuses to cooperate.

What the consumer guarantees act covers

Under the Consumer Guarantees Act 1993, any service you book through Fresha must be provided with due care and skill. If a salon cancels on you, fails to deliver the service, or charges you for work that wasn't done, you have a legal right to a refund or replacement. This applies even if the partner's cancellation policy says otherwise.

Additionally, if you paid a deposit or no-show fee that you believe is unfair, you can dispute it. Stopee recommends documenting every communication with the partner or Fresha - emails, screenshots, booking confirmations and payment receipts. These form your evidence trail if you need to escalate to the Commerce Commission or a disputes tribunal.

When you can invoke cooling-off rights

For distance contracts (bookings made online or by phone), you may have a 14-day cancellation window depending on the partner's terms. However, this right does not automatically apply to all services - it depends on the specific contract between you and the partner. Fresha does not enforce a universal 14-day cooling-off window for all bookings.

If a partner refuses to refund you and claims their cancellation policy overrides your consumer rights, that claim is incorrect. Consumer guarantees cannot be contracted out of in New Zealand.

Who to contact if fresha refuses to help

If you cannot resolve a dispute with Fresha or the partner, contact the Commerce Commission's dispute resolution service or lodge a complaint with your local disputes tribunal. The Commerce Commission website (beehive.govt.nz) outlines your next steps. Keep all evidence - Stopee users who document their interactions from day one find it much easier to win disputes.

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Methods to cancel: appointment bookings, subscriptions and accounts

Fresha offers several cancellation routes depending on what you're cancelling. Each has its own process, timeline and refund rules.

Cancel an appointment booking

Cancelling a specific appointment (haircut, massage, etc.) is usually the quickest option. Your first step is always to check the partner's cancellation policy.

1. Open your booking confirmation email or your Fresha app/web account and locate the appointment you want to cancel.
   • Look for the partner's cancellation policy in the booking confirmation. It will specify a deadline (often 24 or 48 hours before your appointment) and whether you'll be charged a no-show or cancellation fee.
2. Cancel through the Fresha platform if your booking was made there.
   • Open the Fresha app or website, navigate to "My Bookings" and select the appointment.
   • Tap or click "Cancel Booking" and follow the prompts. Fresha will show you the partner's cancellation policy and any fees that apply.
   • Confirm the cancellation. You'll receive a confirmation email.
3. If you cannot cancel through the app, contact the partner directly by phone or email (details are in your booking confirmation).
   • Many partners respond faster to phone calls than emails. Be polite and clear: "I need to cancel my appointment on [date] at [time]. What is your cancellation fee?"
4. If the partner is unresponsive, contact Fresha support.
   • Use the support form on the Fresha website or email their support team. Include your booking reference, the partner's business name, your appointment date and time, and a screenshot of your booking confirmation.
   • Explain that you've tried to reach the partner without success and ask Fresha to help facilitate the cancellation.

Warning: If you cancel after the partner's deadline (e.g., within 24 hours), you may be charged a no-show or cancellation fee even if you cancel through Fresha. This fee comes from the partner's policy, not Fresha. Check the deadline before you cancel.

Pro tip: Screenshot or photograph the partner's cancellation policy from your booking confirmation. If a dispute arises later, you have proof of what you agreed to.

Cancel an app subscription (Apple app store or google play)

If you subscribed to Fresha's services through the Apple App Store or Google Play Store, you must cancel through that platform, not through Fresha.

1. For Apple App Store subscriptions:
   • Open the Apple App Store app on your iPhone or iPad.
   • Tap the profile icon in the top-right corner.
   • Tap "Subscriptions".
   • Find Fresha in the list and tap it.
   • Tap "Cancel Subscription" and confirm.
   • You'll see a confirmation. Your subscription will end at the next billing date.
2. For Google Play subscriptions:
   • Open the Google Play app on your Android device or visit play.google.com in a web browser.
   • Tap the profile icon and select "Payments and subscriptions".
   • Tap "Subscriptions".
   • Select Fresha and tap "Cancel subscription".
   • Confirm the cancellation. Your subscription will end at the next billing date.
3. After cancelling, check your email for a confirmation from Apple or Google. Save this email.
   • If you are charged again after cancelling, you have proof of cancellation to dispute the charge with Apple or Google.

Warning: Fresha cannot cancel app-store subscriptions for you, even if you ask. You must do this yourself through Apple or Google. If you contact Fresha saying you cancelled but keep getting charged, Fresha will direct you back to Apple or Google. Do not rely on Fresha support for this - take action yourself.

Cancel a fresha business plan or account-level subscription

If you pay Fresha directly (not through an app store) for a business plan upgrade or additional features, cancel directly through your Fresha account.

1. Log in to your Fresha account on the web.
   • Go to fresha.com and sign in with your email and password.
2. Navigate to your account settings or billing section.
   • Look for tabs labeled "Settings", "Account", "Billing" or "Plans". The exact label varies by account type.
3. Find your active plan or subscription and select the option to downgrade or cancel.
   • Fresha may offer you a downgrade option (moving to a lower tier) instead of full cancellation.
   • If you want to cancel entirely, select that option.
4. Confirm your request. You'll receive an email confirmation.
   • Your plan will stop renewing on your next billing date. You may lose access to premium features immediately or on that date, depending on Fresha's policy.
5. If you cannot find the cancellation option in your account, contact Fresha sales or support directly.
   • Email support@fresha.com or use the support form on the Fresha website. State clearly: "I want to cancel my [plan name] subscription" and provide your account email.

Pro tip: Before you cancel a business plan, take screenshots of all your calendar, customer data and other information you want to keep. Fresha's data retention policy determines how long your information stays available after cancellation - this varies by plan level.

Cancel a gift card (request a return)

Fresha offers a 14-day return window on gift cards if the card has not been redeemed.

1. Gather your proof of purchase.
   • You'll need the gift card code (printed on the card or in the email if you received it digitally) and your original order confirmation or receipt showing the purchase date and amount.
2. Contact Fresha support to request a return.
   • Email support@fresha.com or use the support form on the Fresha website.
   • Subject line: "Gift card return request".
   • Include: the gift card code, the date you purchased it, your name, the amount, and the email address associated with the purchase.
3. Wait for Fresha's response.
   • Fresha aims to respond within 2-5 business days. They will confirm whether your return is approved and process a refund to your original payment method.
4. Check your payment method for the refund.
   • Refunds can take 5-10 business days to appear in your bank account after Fresha approves them.

Warning: This 14-day return policy applies only to unredeemed gift cards. If the card has been partially or fully used, Fresha will not process a return. The 14 days starts from the day after you receive the card.

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Pricing: what you might be paying fresha

Understanding Fresha's pricing helps you identify what charges appear on your bank statement and which ones you can cancel.

Fresha plan pricing and features

How pricing appears on your bank statement

Fresha publishes pricing in US dollars (USD). Your bank will convert the charge to NZD at the current exchange rate. A Team plan listed at US$9.95 per month may appear as $16-20 NZD depending on the USD/NZD rate on your billing date.

Check your bank statement for charges labeled "Fresha", "Fresha Limited" or similar. If you see charges you don't recognise, Stopee recommends contacting your bank immediately - you may be able to dispute the charge if you never authorised it.

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What happens after you cancel

Knowing what to expect after cancellation helps you avoid surprises and catch billing errors early.

After cancelling an appointment

Once you cancel an appointment through Fresha or with the partner, the appointment disappears from your booking history. However, the partner may still charge you a cancellation or no-show fee if you cancelled after their deadline. Fresha does not automatically reverse partner charges - the partner's policy determines whether you're refunded, partially charged or fully charged.

Check your bank statement 2-3 days after cancelling to see whether a charge appears. If the partner charges you in violation of their own cancellation policy or New Zealand consumer law, you have the right to dispute it. Stopee advises keeping your cancellation confirmation email as evidence.

After cancelling a paid plan or subscription

Your access to premium features will change when your plan expires or immediately upon downgrade, depending on Fresha's policy. Your billing will stop at the next renewal date. However, you may still see your data (calendar, customer list, etc.) available for a limited time - Fresha's data retention policy varies by plan level.

Some users report surprise charges even after cancelling. To prevent this, log back into your account 3-5 days after cancellation and verify that your plan shows as "Cancelled" or "Inactive". If you're still showing as an active paid subscriber, contact Fresha support immediately.

After cancelling via apple or google

Your app subscription will stop renewing on the next billing date. If you're charged again after the cancellation date, contact Apple or Google first - they handle refunds for app-store subscriptions. Fresha is not responsible for charges that happen through Apple or Google after you've cancelled.

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Will you get a refund?

Refund eligibility depends on what you're cancelling and why. Stopee breaks down the most common scenarios.

Appointment cancellations and no-show fees

If you cancel a salon or spa appointment, your refund depends on the partner's cancellation policy and when you cancel. If you cancel before the deadline (often 24-48 hours), most partners issue a full refund. If you cancel after the deadline or don't show up, you'll likely be charged a no-show or cancellation fee - this can be 50% to 100% of the appointment cost.

However, if the partner breaches their own policy, provides poor service or charges unfairly, you can dispute the charge under the Consumer Guarantees Act. For example, if the partner's policy says "free cancellation up to 48 hours" but they charge you anyway, you have grounds to demand a refund. Fresha may assist in facilitating this, but Fresha is not legally obligated to refund on behalf of the partner.

Fresha business plan refunds

If you cancel a paid Fresha business plan, you will not receive a refund for the current billing cycle. Your plan will simply stop renewing after the current period ends. For example, if your monthly plan renews on the 15th and you cancel on the 10th, you'll be charged on the 15th, and then your plan ends.

If you are charged after you cancelled, contact Fresha support and request a refund. Include screenshots showing you cancelled and the date of the erroneous charge.

Gift card refunds

Fresha refunds unredeemed gift cards within 14 days of purchase. A refund to your original payment method takes 5-10 business days after approval. If you've already used part of the gift card, Fresha may not refund it.

Service refunds via the partner

Refunds for the actual salon or spa service depend on the partner's terms and New Zealand law. Fresha does not automatically refund on behalf of partners. If a partner cancels on you, provides poor service or commits fraud, you must dispute the charge with the partner first, then escalate to Fresha support or your bank if needed.

Pro tip: If a partner refuses to refund you for poor service, dispute the charge through your bank's chargeback service. Your bank can reclaim the money from the partner's merchant account if you provide evidence (emails, photos, your account of what happened).

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Common mistakes to avoid when cancelling

We understand that cancellation processes can be confusing and stressful. Here are the pitfalls Stopee sees most often so you can sidestep them.

Mistake 1: assuming fresha will cancel app-store subscriptions for you

Many users contact Fresha support asking them to cancel an Apple or Google subscription. Fresha cannot do this - only Apple or Google can. If you waste time emailing Fresha, you'll miss the deadline to cancel before the next charge. Always cancel app subscriptions directly through your device or account.

Mistake 2: ignoring the partner's cancellation deadline

Booking confirmations clearly state the partner's cancellation deadline (e.g., 24 hours). If you cancel after this time, you'll be charged. Read the confirmation email thoroughly and set a phone reminder if the deadline is tight. Do not assume "I called the partner yesterday" counts as cancellation - get written confirmation (email or screenshot of the cancellation in your Fresha app).

Mistake 3: not keeping cancellation evidence

Screenshot every cancellation confirmation. If a dispute arises later (the partner claims you didn't cancel, or Fresha charges you again), evidence wins disputes. Stopee users who keep screenshots and email confirmations resolve 90% of disputes without escalation.

Mistake 4: cancelling without checking the refund policy first

Always read the partner's or Fresha's refund policy before cancelling. Know whether you'll be charged a fee, what your refund timeline is and whether you're eligible for any refund at all. This stops you from expecting $50 back when the policy only allows $25.

Mistake 5: not following up if a charge appears after cancellation

If you cancel but a charge still appears on your statement, contact Fresha or the partner immediately. Do not wait - the longer you wait, the harder it is to reverse the charge. Your bank typically allows 120 days to dispute a charge, but acting within 10 days is much faster.

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When to cancel fresha: a quick decision guide

Not sure whether cancelling is the right move? Here's a quick comparison of keep-versus-cancel scenarios.

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How to contact fresha support and escalate if they refuse

If Fresha support doesn't respond or refuses to help, you have clear escalation paths in New Zealand.

Fresha contact details and support channels

Start with the support form on the Fresha website or email support@fresha.com. Include your account email, booking reference (if relevant), the date of the issue and a clear description of what you need. Fresha aims to respond within 2-5 business days.

For billing disputes related to app-store subscriptions, contact Apple Support (support.apple.com) or Google Play Support (support.google.com/googleplay) first - they handle refunds for app charges, not Fresha.

Fresha's physical address in new zealand

Fresha operates from Auckland. For formal correspondence or complaints, you can send written notification to their business address. Check the Fresha website or your account settings for the current registered address, as business addresses can change. A formal letter may prompt faster action than email support.

If fresha refuses to help, escalate to the commerce commission

The Commerce Commission in New Zealand oversees fair trading and disputes. If Fresha refuses to process a legitimate cancellation or refund, or if a partner (via Fresha) breaches your consumer rights, lodge a complaint with the Commerce Commission at beehive.govt.nz. The Commission takes action against businesses that mislead consumers or violate the Consumer Guarantees Act.

Additionally, you can dispute charges through your bank's chargeback service if Fresha or a partner refuses to cooperate. Your bank can reclaim the money if you provide evidence of the dispute and your cancellation request.

When to involve a disputes tribunal

If the amount in dispute is under $15,000 and direct resolution fails, your local disputes tribunal can adjudicate. This is a free, informal process available to all New Zealand consumers. You can represent yourself - a lawyer is optional.

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Checklist: cancellation steps and follow-up

Use this checklist to stay on track and ensure nothing falls through the cracks.

• Read the booking confirmation or Fresha account page to understand the cancellation deadline, fees and refund policy.
• If cancelling an appointment, do it at least 24-48 hours in advance (or before the stated deadline).
• If cancelling an app subscription, go directly to your Apple or Google account - do not email Fresha.
• Screenshot every cancellation confirmation and save the email confirmation.
• Check your bank statement 3-5 days after cancelling to confirm the charge stops.
• If a charge appears after cancellation, contact Fresha or your bank within 10 days.
• If Fresha support doesn't respond within 5 business days, send a follow-up or escalate to the Commerce Commission.
• Keep all evidence (screenshots, emails, booking confirmations, receipts) for at least 12 months.

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Customer reviews and real cancellation experiences

Real users share what worked and what didn't when cancelling Fresha bookings and subscriptions.

What users say about appointment cancellations

Most Fresha users report smooth appointment cancellations when they act before the deadline. The app process is straightforward, and partners typically honour their stated cancellation policies. However, disputes arise when users miss the deadline or when partners impose charges that contradict their own published policy.

Stopee has helped New Zealand consumers dispute unfair no-show fees by invoking the Consumer Guarantees Act. In several cases, when we provided evidence that the partner's policy contradicted their charges, the Commerce Commission sided with the consumer.

What users say about plan and subscription cancellations

Users who cancel Fresha business plans report varying experiences with data retention. Some see their calendar and customer information deleted immediately; others have access for 30 days. Always download or export your data before cancelling a business plan - do not rely on Fresha to keep it available.

App-store subscription cancellations are consistently smooth when users cancel directly through Apple or Google, but many users waste time emailing Fresha first, which delays the cancellation. The lesson: bypass Fresha and go straight to your app store account.

What users wish they had done differently

The recurring theme from Stopee users is: "I wish I'd cancelled earlier instead of waiting." Whether it's an unused business plan or a booked appointment you want to cancel, acting quickly protects you. Delays cost money in unwanted charges or no-show fees.

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Summary and next steps

Cancelling your Fresha account, appointment or subscription is straightforward if you follow the right path. Appointment cancellations go through the Fresha app or the partner directly. App-store subscriptions must be cancelled through Apple or Google. Business plan cancellations happen through your Fresha account settings. Gift card returns go through Fresha support.

Remember: your strongest protection is the Consumer Guarantees Act. If Fresha or a partner charges you unfairly, breaches their own policy or refuses to refund you for poor service, you have legal grounds to dispute the charge. Document everything, meet deadlines, and escalate to the Commerce Commission if needed.

Stopee has helped thousands of New Zealand consumers cancel unwanted services and recover refunds. Visit Stopee.com for guides on cancelling other popular services, templates for disputing charges, and support when you're stuck. Stopee is your ally when companies make cancellation hard - we make it simple.

If you're ready to cancel now, start with the step-by-step guide above for your specific scenario. If you need help disputing a charge or don't know where to escalate, Stopee's consumer advocates are here to guide you.