Manage Hims

How to cancel hims in new zealand and protect your rights

Understanding hims and why you might want to cancel

Hims is an online telehealth and e-commerce service that delivers prescription medications, over-the-counter products, and remote medical consultations directly to your home in New Zealand. You complete an online health assessment or video consultation with a clinician, and if appropriate, Hims supplies your prescribed treatments on either a subscription or one-off basis.

The service operates through a website and mobile app, making it convenient for men's and women's health needs ranging from sexual health to hair loss treatments and weight-management medications. However, like many subscription services, Hims auto-renews unless you actively cancel before the renewal window closes.

At Stopee, we understand that circumstances change. You may have resolved your health concern, experienced side effects, found a more affordable alternative through your GP, or simply want to pause your subscription temporarily. Whatever your reason, Stopee is here to guide you through the cancellation process step-by-step and ensure you understand your consumer rights under New Zealand law.

How hims subscriptions work

When you sign up with Hims, your subscription renews automatically on a set schedule unless you cancel. Critically, Hims requires you to cancel at least 48 hours before your next order processing date to prevent the renewal charge. If cancellation happens after the processing window opens, your order will continue as scheduled.

This automatic renewal model is standard in telehealth, but it also means you must act proactively to stop charges. Stopee recommends marking your renewal date in your calendar and cancelling several days early to avoid any processing delays.

Common reasons to cancel hims

You might cancel because your condition has improved, your medication prescription has changed, you've switched to a local pharmacy or GP prescription, you want to try a different service, the cost no longer fits your budget, or you've experienced unwanted side effects. Whatever your reason, your decision is valid, and Stopee is here to make the process straightforward.

Your consumer rights when cancelling hims in new zealand

New Zealand consumer law protects you when using digital health services like Hims, even though the company operates internationally.

The consumer guarantees act and your protection

Under the Consumer Guarantees Act (CGA), any service supplied in trade in New Zealand must be provided with reasonable care and skill, be fit for purpose, and be delivered within a reasonable time. This applies to Hims' telehealth consultations and medication delivery services.

If Hims has provided a faulty service (for example, a consultation clinician ignores your stated allergies, or medications arrive damaged), you have the right to request remedies. These include repair, replacement, cancellation of the contract, and a full or partial refund. The CGA is a powerful lever if Hims has failed to deliver what you paid for.

What the law does not cover

New Zealand does not provide an automatic cooling-off period (like the 14-day right available in some EU countries) for digital health subscriptions. This means once you've received and accessed the telehealth service, you cannot simply change your mind and demand a refund under consumer cooling-off rules.

However, if you believe Hims has breached the CGA or misrepresented its service, you can escalate your complaint to the Disputes Tribunal or the Commerce Commission. Stopee has helped thousands of consumers understand and enforce these rights when companies refuse reasonable cancellation requests.

Step-by-step cancellation methods for hims

You have two main ways to cancel your Hims subscription: via the website or through the mobile app. Both methods are straightforward if you act within the 48-hour window before renewal processing begins.

How to cancel hims via the website

Logging into your Hims account on the web is the most reliable cancellation method and gives you a full record of the process.

1. Visit the Hims website and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot password" link to reset it before proceeding.
2. Navigate to your account dashboard and locate the "Subscriptions" or "Orders" section.
   • This is usually under "Account" or "My Orders" in the main menu.
3. Find your active subscription and select it to view details.
   • You will see your next renewal date and the current status of your subscription.
4. Look for the "Cancel Subscription" or "Pause Subscription" button.
   • Some subscriptions offer a pause option (typically 1-3 months) before full cancellation. Pause is useful if you may resume later.
5. Select "Cancel" and confirm your choice when prompted.
   • Hims may ask for feedback on why you're cancelling. You can skip this or provide honest feedback.
6. Take a screenshot or note of the confirmation number and timestamp.
   • Pro tip: Save this evidence in case Hims later claims you did not cancel or charges you again. Email yourself a copy.

How to cancel hims via the mobile app (iOS or android)

The mobile app provides the same cancellation functionality as the website and is often faster if you already have it installed.

1. Open the Hims or Hers app on your phone and sign in.
   • Ensure you have the latest version of the app installed by checking your device's app store.
2. Tap the "Account" tab, usually shown as a profile icon at the bottom of the screen.
   • You may need to scroll down to see all menu options.
3. Select "Subscriptions" or "Upcoming Orders."
   • This section displays all your active and past subscriptions.
4. Find the subscription you want to cancel and tap "Manage Subscription."
   • You will see options to edit, pause, or cancel your subscription.
5. Choose "Cancel Subscription" and confirm your decision.
   • The app will ask for confirmation and may offer you a brief survey.
6. Screenshot the cancellation confirmation screen immediately.
   • Pro tip: App confirmations sometimes disappear from your history. Keep a photo as proof of cancellation.

Critical timing: the 48-hour window

Warning: Hims processes subscription renewals automatically, and you must cancel at least 48 hours before your next order date to prevent the charge. If you cancel after this window opens, your order will process, and you may be charged.

Stopee recommends cancelling at least 3-5 days before your renewal date to give yourself a safety buffer. Check your confirmation email or account dashboard to confirm the exact renewal date.

What happens after you cancel your hims subscription

Cancellation can feel unsettling, especially when managing your health, so understanding what changes and what stays the same will help you plan your next steps.

Your access and deliveries

Once you successfully cancel, no future orders will process or ship. If you cancelled before the 48-hour processing window, you will not be charged for your next renewal. Any order already in transit will still arrive; cancellation does not retroactively stop shipments already dispatched.

If an order has already started processing when you cancel, you will need to refuse or return the package. Contact Hims support immediately with your cancellation confirmation and the tracking number, as you may be eligible for a refund or credit in this scenario.

Your account and health records

Your Hims account remains active after cancellation, and you retain full access to your past prescriptions, consultation records, and health history. This is valuable if you need to refer back to previous treatments or share information with your GP.

Your account will not automatically delete unless you request it. If you want Hims to remove your personal data entirely after cancelling, you must request account deletion explicitly. Contact Hims support or check their privacy policy for the data deletion process. Keep in mind that deletion is permanent and may affect your ability to resume service later.

Refunds and what to expect financially

Hims' official policy states that refunds are generally not available for partially used subscription periods, though exceptions may be granted on a case-by-case basis at the company's discretion.

When hims will refund you

You are most likely to receive a refund if an order charged but did not ship, or if you cancelled within a very short window after payment processed. Hims may also refund if you dispute the charge with your bank or if you demonstrate that Hims provided a faulty service under the Consumer Guarantees Act.

When hims will not refund you

If you have already received and used your medications, Hims will not refund the full subscription cost, even if you decide the medication did not work for you. This is standard industry practice for prescribed medications for safety and regulatory reasons.

Your rights under new zealand consumer law

Although Hims does not offer automatic refunds for cancelled subscriptions, the Consumer Guarantees Act may entitle you to remedies if the service was faulty or misrepresented. For example:

• If a clinician's consultation was negligent or failed to meet professional standards, you may claim breach of the CGA's reasonable care requirement.
• If Hims promised a specific health outcome and did not deliver a genuine, good-faith service, the service may not be fit for purpose.
• If medications arrived damaged, expired, or incorrectly labelled, you have grounds for a replacement or refund.

In these cases, Stopee encourages you to formally request remedies from Hims in writing, referencing the CGA. If Hims refuses, escalate to the Disputes Tribunal (for claims under NZD 15,000) or the Commerce Commission for guidance.

Hims pricing and plan options in new zealand

Pricing for Hims subscriptions varies by treatment type, and exact New Zealand pricing is not always published online, as costs often depend on whether you've had a successful consultation and meet clinical criteria.

Typical treatment categories and estimated costs

Pro tip: Before subscribing, confirm exact pricing with Hims support for your specific treatment and location. Shipping costs to New Zealand may also apply, so factor these into your monthly budget.

Common cancellation mistakes and how to avoid them

Cancelling a telehealth subscription is straightforward, but small oversights can lead to unwanted charges and frustration. Let's walk through the pitfalls Stopee sees most often so you can sidestep them entirely.

Waiting too close to your renewal date

The most common mistake is procrastinating until the last day before renewal. If you cancel fewer than 48 hours before processing, Hims' system may have already locked your renewal order, and you will be charged despite your cancellation request.

Set a reminder on your phone or calendar at least one week before your renewal date. This gives you multiple days to cancel without rushing and reduces the risk of processing overlap.

Cancelling via email or live chat without confirmation

Some customers attempt to cancel by emailing support or chatting with a representative. While these methods may work, you have far less proof of cancellation if a dispute later arises.

Always cancel directly through your account on the website or app. This creates an immediate, timestamped record in Hims' system. If you must contact support (for example, if your account is locked), ask for a confirmation email with a reference number and screenshot the conversation.

Not checking the refund policy before subscribing

Many customers assume they can simply cancel and receive a refund if the medication does not work. Unfortunately, Hims' standard policy does not allow refunds for used or partially used subscription periods.

Before your first subscription, read Hims' refund and cancellation terms. If you are unsure whether a treatment will suit you, ask the consultation clinician about a trial period or lower-cost one-off purchase option first.

Forgetting to save cancellation proof

Hims' app confirmation screens sometimes disappear from your account history after a few weeks. If you later dispute a charge with your bank, you will need documentation that you cancelled.

Screenshot your cancellation confirmation immediately, including the date, time, and reference number. Email it to yourself or save it to your phone's notes. Stopee has helped countless consumers resolve refund disputes simply because they kept this one piece of evidence.

Cancellation timeline and checklist

Use this checklist to ensure you cancel smoothly and retain proof of your decision.

Why you might want to keep your hims subscription

Cancellation is the right choice for many people, but it is worth considering whether pausing or continuing might serve you better in some situations.

Reasons to stay subscribed

If your treatment is working and improving your health or quality of life, continuing your subscription ensures uninterrupted access to medication and avoids the hassle of restarting consultations later. Pausing your subscription for 1-3 months is also an option if you want to temporarily reduce costs or try a different approach without cancelling entirely.

Stopee respects your autonomy to make the decision that suits your circumstances. Whether you cancel, pause, or continue, your health and financial wellbeing are what matter most.

Getting help if hims refuses to cancel or refund

Most cancellations process without issue, but occasionally Hims may refuse a refund or claim your cancellation was not valid. Here is how to escalate.

Step 1: request remedies in writing

Email Hims support with your cancellation confirmation, reference number, screenshots, and a clear request. Reference the Consumer Guarantees Act and explain why you believe you are entitled to a refund or credit. Keep your tone professional and give Hims 10 working days to respond.

Step 2: dispute with your bank

If Hims refuses and you believe the charge is unjustified, contact your bank and request a chargeback or dispute. Provide your bank with your cancellation proof. Most banks take disputes seriously and will recover your money if you have clear evidence.

Step 3: escalate to the disputes tribunal or commerce commission

If the amount is under NZD 15,000 and you have attempted to resolve it with Hims, file a claim with the Disputes Tribunal. For larger disputes or systemic issues, contact the Commerce Commission, which oversees consumer law compliance in New Zealand. Stopee has helped thousands of consumers escalate disputes and win refunds through these official channels.

Contact and mailing information for hims in new zealand

If you need to send a formal cancellation notice or escalate a dispute, use this contact information. Note that Hims does not have a dedicated New Zealand mailing address; international correspondence must be sent to the US address.

Cancellation and support addresses

For email support and account cancellations, use the contact form on the Hims website or contact their customer service team directly through your app or account dashboard.

For formal written correspondence:

Hims and Hers Health, Inc.
San Francisco, California
United States

Include your full name, email address, account details, and a clear statement that you are cancelling your subscription effective immediately. Use registered mail or a tracked courier service if sending by post.

Your next steps and final summary

Cancelling your Hims subscription is straightforward when you act within the required 48-hour window and follow the step-by-step process outlined above. You now understand your consumer rights under New Zealand law, the refund policy, and how to protect yourself with documentation.

Remember these core points: cancel at least 48 hours before renewal, use the website or app for a timestamped record, screenshot your confirmation immediately, and escalate to your bank or the Disputes Tribunal if Hims refuses a justified refund request.

Whether you are cancelling because your treatment worked and you no longer need it, or because you want to try a different approach, your decision is valid and deserves respect. Stopee has helped thousands of consumers cancel subscriptions confidently and recover money when companies fail to honour their commitments. If you need further guidance on your rights or dispute resolution, visit Stopee.com to explore resources tailored to your situation.