Manage Hers

How to cancel hers in new zealand: your complete guide to stopping telemedicine charges

What hers is and how it works

Hers is a United States-based telemedicine and wellness platform offering prescription treatments delivered by post for hair loss, weight management, sexual health, and related conditions. The service operates entirely online through mobile apps and web checkout, with medical assessments conducted remotely and products shipped on a subscription or prepaid schedule.

If you've signed up for Hers through Apple's App Store, Google Play, or a web purchase, your billing flows through those platforms rather than directly from Hers. This is critical to understand because cancelling your account with Hers does not automatically stop your subscription charges - you must cancel through the exact platform where you paid.

How hers billing works in new zealand

Hers charges in USD (United States dollars), and New Zealand customers pay conversion fees through their bank or payment provider. Subscription renewals happen automatically at the end of each billing cycle unless you actively cancel.

Most importantly, your cancellation instructions depend entirely on where you made your purchase. App Store users manage cancellation in Apple Settings. Google Play users manage it in the Play Store. Web purchases may require a different process altogether. At Stopee, we've guided thousands of New Zealand consumers through exactly this confusion, and we know how critical this distinction is.

What services hers offers

Hers delivers prescription treatments for several conditions including male and female hair loss, weight loss via semaglutide or tirzepatide, sexual health treatments, and general wellness products. Medical consultations occur online with licensed healthcare providers who review your health questionnaire and recommend appropriate treatments.

Products are then manufactured and posted to your New Zealand address, with renewal shipments scheduled according to your chosen plan length (monthly, three-monthly, six-monthly, or annual prepayment).

Should you cancel hers in new zealand?

Deciding to cancel often comes down to cost, results, or life circumstances. Here's what commonly prompts New Zealand customers to exit their Hers subscription.

Reasons to cancel hers

Many Hers users cancel because the service is expensive for New Zealand budgets - USD pricing compounds when converted through NZD exchange rates, and postage from the United States adds weeks to delivery times. Others cancel because they've achieved their treatment goals (hair regrowth or weight loss targets), found treatments ineffective, or experienced side effects.

Prescription costs can also mount if you've prepaid for multiple months and wish to exit early. Some customers cancel simply because they prefer to obtain treatments through their local GP or pharmacy instead.

Reasons to keep hers

Hers remains attractive if you value online privacy for sensitive health concerns, prefer convenience over in-person appointments, or live in a remote area with limited pharmacy access. The platform is also useful if you've had consistent results and want to maintain treatment without GP friction.

However, cost and delivery delays remain the primary friction points for New Zealand subscribers. If you're undecided, consider contacting Hers support to explore pause options or price reductions before cancelling entirely.

How to cancel hers in new zealand

Your cancellation process depends on which platform processed your payment - Apple App Store, Google Play, or Hers web checkout. Follow the correct path below for your situation.

Cancel hers via apple app store (iOS)

If you purchased your Hers subscription through Apple's App Store on an iPhone or iPad, you must cancel in Apple Settings. Simply deleting the app or closing your Hers account will not stop the charges.

1. Open the Settings app on your iPhone or iPad.
2. Tap your Apple ID profile picture or name at the top of the screen.
3. Select Subscriptions from the menu.
4. Locate and tap the Hers (or HER) subscription entry.
5. Tap Cancel Subscription and confirm your cancellation request.
6. Apple will display a cancellation confirmation; your subscription will end at the conclusion of your current billing period.

Warning: Deleting the Hers app does not cancel your subscription. Your Apple ID will continue to be charged unless you complete the steps above in Apple Settings.

Pro tip: Apple allows you to request a refund for your most recent subscription period if you believe you were charged in error. You can request this through Apple's Report a Problem portal (reportaproblem.apple.com) within 14 days of the charge.

Cancel hers via google play (Android)

Android users who purchased through Google Play must cancel within the Play Store app. Like iOS, closing your Hers account or uninstalling the app will not halt your subscription charges.

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top-right corner.
3. Select Payments and Subscriptions from the dropdown menu.
4. Tap Subscriptions to view your active subscriptions.
5. Find and tap the Hers (or HER) subscription.
6. Tap Cancel Subscription and follow the prompts to confirm.
7. Google Play will process your cancellation, and billing will cease at the end of your current billing cycle.

Warning: Contacting Hers support or deleting the app will not cancel your Google Play subscription. You must use the steps above within the Play Store itself.

Pro tip: Google Play offers a 48-hour refund window on subscription charges. If you cancel and request a refund within two days of being charged, Google may process a full refund. Include your order number when submitting your request.

Cancel hers web purchases and other payment methods

If you purchased Hers directly through the Hers website using a credit card (rather than through Apple or Google), your cancellation process is different. Check your original confirmation email for cancellation instructions, as these vary based on the payment platform Hers used at checkout.

1. Locate your original Hers purchase confirmation email.
2. Review the confirmation for billing platform details and cancellation instructions.
3. If the confirmation states that your subscription is managed through Apple or Google, follow the app-specific steps above.
4. If the confirmation lacks cancellation details, log into your Hers account on their website and look for Account Settings or Subscription Management.
5. If you cannot find cancellation options within your Hers account, contact Hers support directly via their website and request manual cancellation.
6. Request written confirmation of your cancellation in email form so you have proof of your request date.

Pro tip: Write to Hers in email with the subject line: "Request to cancel subscription effective [date]." Include your order number, email address, and the payment method used. This creates a timestamped record if disputes arise later.

What happens after you cancel hers

Cancelling your Hers subscription stops future charges, but your access and account data behave differently than many expect. Understanding what remains active is crucial to avoid confusion.

Your access and billing timeline

Once you cancel through your payment platform (Apple, Google, or web), your subscription ends at the completion of your current paid billing cycle. You retain full access to Hers services - prescription delivery, consultations, and product access - until that final billing period expires. No further charges occur after that date.

This means if you're charged on the 15th of each month and cancel on the 20th, you'll maintain access through the 15th of next month. After that date, your access ceases and Hers will no longer process your prescriptions or deliver products.

Your account, medical records, and prescriptions

Cancelling your subscription does not delete your Hers account or your medical history. Your account remains active with all your health information, consultation notes, and prescription history stored by Hers indefinitely, unless you request formal account closure.

If you have scheduled medication deliveries or automatic prescription refills set up, contact Hers support directly to confirm these are cancelled. Users have reported that some scheduled shipments continue even after subscription cancellation, particularly if your final delivery was queued before your cancellation was processed.

Warning: If you've prepaid for multiple months of treatments and then cancel partway through, those remaining months' supplies may still ship unless you actively halt them. Reach out to Hers immediately upon cancellation to prevent unwanted postage.

Pro tip: If you want to delete your account entirely and remove your medical information from Hers, contact support and request Data Deletion under privacy regulations. Request confirmation once deletion is complete.

Will you receive a refund from hers

Refunds depend on which platform processed your payment and the timing of your cancellation request. Hers' standard policy does not offer pro rata refunds for unused days, but platform-specific rules (Apple, Google) may override this.

Standard hers refund policy

Hers does not issue refunds for remaining days after cancellation. Your subscription continues to run until the end of your billing period, at which point billing stops. You receive no money back for the unused portion of a monthly or prepaid plan.

The exception is if you were charged in error (e.g., charged twice in one billing cycle or charged after you cancelled) or if you received defective medication. In those cases, Hers support may approve a refund.

Refunds through apple app store

Apple allows customers to request refunds for App Store subscriptions within 14 days of being charged. To request a refund:

1. Visit reportaproblem.apple.com and sign in with your Apple ID.
2. Find the Hers charge and select "Report a Problem."
3. Choose a reason (e.g., "I don't recognize this charge" or "I did not authorize this purchase").
4. Submit your request.
5. Apple reviews the request within 48 hours and notifies you via email of approval or denial.

Apple does not guarantee approval, but refunds are often granted if you request them promptly and provide a valid reason.

Refunds through google play

Google Play offers a 48-hour refund window for subscription charges from the date of purchase. After 48 hours, refunds are not automatic and require support intervention. To request a refund:

1. Open Google Play on your Android device.
2. Tap your profile icon and select Payments and Subscriptions.
3. Find the Hers charge in your order history.
4. Tap the order and select "Report a problem."
5. Describe your issue and submit the request.
6. Google will review and respond within 3-5 business days.

Pro tip: If you cancel and request a refund within 48 hours of a charge, Google refunds are often automatic. Do not wait longer than 48 hours if a refund is your goal.

Refunds for web purchases and consumer law

If you purchased Hers directly through their website and wish to claim a refund, you have rights under New Zealand's Consumer Guarantees Act 1993. This law allows you to request a refund if:

• Services were not fit for purpose (e.g., medication was ineffective or damaged).
• You were misled about the service or subscription terms.
• The service lacked acceptable quality or safety.

To escalate a refund dispute, contact the Commerce Commission (comcom.govt.nz) or the Disputes Tribunal if the refund amount is under NZD $15,000. Stopee recommends documenting all communication with Hers, including cancellation dates and refund requests, before escalating to these authorities.

Hers pricing in new zealand

Hers charges in USD, and prices vary by treatment type and subscription length. Below is a breakdown of commonly reported pricing as of the date of this guide.

Plan pricing and billing terms

Important: These prices are reported in USD. When charged to a New Zealand credit card, your bank will convert to NZD at the current exchange rate, typically adding 3-5% in conversion fees. Actual NZD costs will vary daily. Confirm pricing on the Hers website before purchase.

Common mistakes when cancelling hers

Cancelling a telemedicine subscription feels straightforward until it isn't - and we understand the frustration when charges continue after you thought you'd cancelled.

Mistake 1: deleting the app without cancelling the subscription

The single most common error is uninstalling the Hers app and assuming the subscription is cancelled. Your app and your subscription are separate. Deleting the app does nothing to your subscription - Apple and Google will continue charging your payment method every month.

Always cancel within your payment platform (Apple Settings, Google Play, or Hers web account) before deleting the app.

Mistake 2: contacting hers support instead of your payment platform

Hers support cannot cancel Apple App Store or Google Play subscriptions. Those platforms handle billing independently of Hers. Emailing Hers to request cancellation when you purchased via App Store or Google Play will not stop your charges - you must cancel within Apple or Google yourself.

Contact Hers support only if you purchased directly through their website or need help confirming scheduled deliveries.

Mistake 3: not confirming cancellation in writing

If you cancel via the web or email, request written confirmation of your cancellation date and confirmation number. Take a screenshot or save the confirmation email. This protects you if billing disputes arise later.

Pro tip: Stopee recommends checking your subscription status one week after cancellation to ensure it was processed. Return to Apple Settings, Google Play, or your Hers account and verify the subscription no longer appears in your active subscriptions list.

Mistake 4: cancelling mid-cycle and expecting an immediate refund

Cancelling your subscription stops future charges, but you will not receive a refund for the current billing period. You keep access until that period ends, but your money is not returned. If a refund is critical to you, request one directly through Apple, Google, or the Disputes Tribunal - do not assume it will be automatic.

Your consumer rights in new zealand

New Zealand law protects you as a consumer, even when purchasing from overseas companies like Hers. Understanding these rights empowers you to act if the company refuses to cooperate.

The consumer guarantees act 1993

This law guarantees that services supplied in New Zealand must be:

• Fit for purpose (treatments must work as described or be available upon reasonable request).
• Of acceptable quality and safety.
• Supplied within a reasonable timeframe (important for shipped medications).
• Accurately described at the point of sale.

If Hers fails to meet these guarantees - for example, if medication arrives damaged, shipments are chronically delayed, or you were misled about billing terms - you have the right to request a refund, repair, or replacement.

Your right to cancel

Under the Consumer Guarantees Act, you also have the right to cancel certain services within a reasonable timeframe if they are not fit for purpose. This includes telemedicine subscriptions. If Hers treatments have proven ineffective or unsafe, you can cite this law when requesting a refund.

Escalation: commerce commission and disputes tribunal

If Hers refuses a refund or ignores your cancellation request, escalate to:

• Disputes Tribunal (disputes.govt.nz): For refund claims under NZD $15,000. Free to use, mediated, and binding.
• Commerce Commission (comcom.govt.nz): For systemic issues (misleading advertising, unfair contract terms, or if the company is breaking consumer law broadly).

Stopee strongly recommends documenting all communication, charges, cancellation requests, and refund denials before escalating. This record is essential to your case.

Checklist before you cancel hers

Use this checklist to ensure you cancel cleanly and protect yourself from surprise charges.

• Identify where you purchased (Apple App Store, Google Play, or Hers web checkout).
• Locate your original purchase confirmation email and note your order number.
• Check your current billing date and remaining balance in the subscription.
• Contact Hers support if you have scheduled deliveries you want to halt immediately.
• Cancel through the correct platform (Apple Settings, Google Play, or Hers account).
• Screenshot or save your cancellation confirmation.
• Wait 48 hours, then check your subscription status to confirm cancellation.
• Review your bank statement or payment app one week after the expected cancellation date to confirm no further charges occur.
• Request a refund through Apple, Google, or the Disputes Tribunal if you believe you were overcharged or misled.

Hers customer reviews and ratings

Hers maintains a 4.5 out of 5 star rating across most platforms. Here's what New Zealand customers commonly report:

Positive feedback

Users praise Hers for convenient online access, discreet health consultations, and fast prescription delivery within the United States. Those who have achieved weight loss or hair regrowth results are typically satisfied and willing to continue paying for treatments.

Negative feedback

Common complaints include slow delivery to New Zealand (often 2-4 weeks due to international postage), high USD pricing when converted to NZD, unexpected charges after attempted cancellation, and difficulty reaching customer support. Some users report that scheduled medications continue shipping even after cancellation, resulting in unwanted charges and excess medication.

Key insight: Most negative reviews cite billing frustration rather than treatment failure, suggesting that Hers' primary weakness is transparent pricing and cancellation clarity - exactly why Stopee exists.

Why choose to cancel vs. pause or downgrade

Before you cancel entirely, consider these alternatives if your primary concern is cost.

Pause your subscription

Some telemedicine platforms allow you to pause billing for a set period (typically 1-3 months) without cancelling. This lets you step back from costs while keeping your account and prescription history active. Contact Hers support to ask if pausing is available to you.

Downgrade to a lower dose or less frequent shipment

If you're satisfied with treatment but struggling with cost, request a lower dose option or a longer interval between refills (e.g., every 8 weeks instead of every 4 weeks). Hers support can sometimes accommodate these adjustments.

Switch to monthly billing instead of prepaid

If you prepaid for a full year, you might request to convert your remaining balance to month-to-month billing. This gives you flexibility to cancel without losing a large upfront investment. Ask Hers support directly - they may approve this change.

Comparison: hers vs. similar telemedicine services

If you're cancelling because you want to explore alternatives, this comparison may help.

For many New Zealand customers, switching to a local GP or NZ-based telehealth provider eliminates postage delays, avoids currency conversion fees, and ensures all billing and refunds follow NZ consumer law directly. Stopee has helped thousands of consumers transition from overseas subscriptions to local alternatives.

Contact information and cancellation address

If you need to contact Hers directly for cancellation assistance, web purchases, or account deletion, use the details below.

Hers support contact

For email or live chat support, visit the Hers website and use their Help or Contact Us section. Response times are typically 24-48 hours.

Written cancellation notice (postal)

If you require a postal address for formal written cancellation notice, use the Hers United States corporate address:

Hers
United States
(Note: Hers does not publish a specific NZ postal address; use their main U.S. corporate address available on their website or contact support for current mailing instructions.)

Written notice by registered post is advisable if Hers has ignored email cancellation requests or if you're disputing charges under consumer law. Include your full name, account email, order number, and explicit cancellation request with a specific effective date. Request a signed acknowledgment of receipt.

Final thoughts: you are in control

Cancelling a subscription should be simple, and in many cases it is - but Hers' reliance on third-party platforms (Apple, Google) for billing creates friction. The key is knowing which platform holds your subscription and cancelling there, not hoping that closing your account will stop the charges.

You have consumer rights in New Zealand, regardless of where Hers is based. If the company resists your cancellation or refuses a legitimate refund, the Disputes Tribunal and Commerce Commission are free to use and exist specifically to enforce those rights.

At Stopee, we've helped thousands of New Zealand consumers cancel overseas subscriptions, recover overcharges, and transition to local alternatives. If you're stuck or facing pushback from Hers, visit Stopee.com to explore further resources, speak with our team, or file a complaint on your behalf. You deserve clarity, control, and a straightforward exit when you're done with a service.