Manage Proactive

How to cancel proactive in new zealand and protect your refund rights

Understanding proactive and what you're paying for

Proactive offers two distinct services in New Zealand: the Proactive Healthcare NZ online shop for physical wellness products, and the ProActive Habit Tracker & ToDo app available through Apple's App Store and Google Play. Before you cancel, it helps to know which service you're actually paying for and what your rights are under New Zealand consumer law.

What proactive delivers

The Proactive Healthcare NZ online shop sells physical goods directly to New Zealand consumers. The ProActive Habit Tracker app is a mobile productivity tool that helps you build habits and manage daily tasks, available as a monthly subscription, annual subscription, or one-time lifetime purchase.

Where to find your proactive service

Your Proactive service lives either on the Proactive Healthcare NZ website (for web orders) or in your Apple or Google Play account (for app subscriptions). Knowing where you signed up matters because each platform has different cancellation rules, and Stopee's research shows that many cancellations fail simply because users look in the wrong place first.

Your consumer rights in new zealand before you cancel

New Zealand's Consumer Guarantees Act 1993 (CGA) gives you powerful protections that apply to both the Proactive online shop and the ProActive app.

What the consumer guarantees act covers

The CGA requires that goods and services are of acceptable quality, fit for their stated purpose, and match the description you were given when you bought them. If Proactive or any supplier fails to meet these standards-if a product arrives damaged, the app doesn't work as advertised, or a service is faulty-you have the right to repair, replacement, or a full refund. You do not need to accept a "change of mind" rejection if the real issue is that the product or service was defective.

This is your first line of defence if Proactive refuses to refund you. Stopee advises documenting any faults with screenshots, dates, and descriptions before you contact support, because this evidence will strengthen your case under the CGA.

Change-of-mind cancellations and cooling-off periods

New Zealand does not have a mandatory 14-day cooling-off period for online purchases (unlike some other countries). Proactive's online shop policy does not offer change-of-mind refunds-only refunds for damaged or defective items. However, you can still cancel if Proactive fails to deliver within 30 days of your order; this triggers a full refund entitlement under their Terms and Conditions.

For app subscriptions, your cancellation rights depend on whether you're using Apple or Google Play. Both platforms allow you to cancel auto-renewals, but their refund policies differ.

How to cancel your proactive order or subscription

The cancellation method depends on where you made your purchase. Stopee has tested each method, so follow the steps that match your service.

Cancel a proactive healthcare NZ web order

If you ordered physical goods from the Proactive Healthcare NZ online shop, use these steps to request cancellation or understand your refund options.

1. Check your order confirmation email for your order number and delivery timeframe.
   • Look for any mention of an expected delivery date.
   • If no date is listed, the default is within 30 days of your order.
2. Review the Terms and Conditions on the Proactive Healthcare NZ website.
   • Search for the refund or returns policy section.
   • Note that the policy covers damaged or defective items only-not change-of-mind cancellations.
3. Contact Proactive customer service to request cancellation.
   • Use the contact form or email address listed on the Proactive Healthcare NZ website (check the footer or "Contact Us" page).
   • State your order number, the date you placed the order, and your reason for cancellation.
   • If the order has not arrived within 30 days, mention this explicitly-it entitles you to a refund under their Terms and Conditions.
4. Keep a copy of your cancellation request (screenshot or email confirmation).
   • Stopee recommends sending your request via email rather than using a web form, because email creates a paper trail.
   • Request a confirmation of receipt.
5. Allow 5-7 business days for a response.
   • If Proactive does not reply, escalate to the Consumer Affairs Authority (see the escalation section below).

Cancel a ProActive app subscription (Apple app store)

If you pay for the ProActive Habit Tracker via your Apple account, you must cancel through your Apple ID settings-not through the app itself.

1. Open the App Store on your iPhone, iPad, or Mac.
   • Do not open the ProActive app; you must use the App Store.
2. Tap your profile icon (top right corner).
   • On Mac, click the account icon instead.
3. Select "Subscriptions".
   • You will see a list of all your active subscriptions.
4. Find "ProActive Habit Tracker" or "All Access" in the list and tap it.
   • If you have multiple subscriptions, scroll to locate the Proactive one.
5. Tap "Cancel Subscription" or "Edit Subscription".
   • Follow the on-screen prompts to confirm cancellation.
6. Your cancellation takes effect at the end of your current billing cycle.
   • Pro tip: Cancel at least 24 hours before your renewal date to avoid being charged again. Stopee users often cancel on their renewal date by mistake and lose a month's fee.

Warning: Apple will not process a refund if you cancel after your subscription renews. If you were charged for a renewal you did not want, you can request a refund directly from Apple through your account settings (tap "Report a Problem" next to the charge), or contact Apple Support within 90 days of the charge.

Cancel a ProActive app subscription (Google play)

If you pay for ProActive through Google Play on an Android device, cancellation happens in your Google Play account, not in the app.

1. Open the Google Play Store app on your Android device.
   • Or visit play.google.com on any device and sign in with your Google account.
2. Tap your profile icon (top right).
   • On the web, click your account menu in the top-right corner.
3. Select "Manage subscriptions" or "Subscriptions".
   • You will see all active subscriptions linked to your Google account.
4. Find "ProActive Habit Tracker" or the relevant Proactive subscription and tap it.
   • The listing shows your renewal date and the amount you'll be charged next.
5. Tap "Cancel subscription" and confirm.
   • Google will ask you to provide feedback about why you're cancelling; you can skip this or answer it.
6. Your access continues until the end of your current billing cycle.
   • Pro tip: Cancel at least 24 hours before your renewal date to prevent an unwanted charge. Google processes renewals automatically, and late cancellations often result in charged fees that are harder to recover.

Warning: If Google Play has already charged you for a subscription renewal you did not authorize, you can request a refund within 48 hours of the charge through the Google Play app (tap "Order history," locate the charge, and select "Request refund"). If more than 48 hours have passed, you can still contact Google Play Support, but your refund is less likely.

Proactive pricing and what you're cancelling

Understanding your plan helps you decide whether cancellation makes sense, and it tells you what refund or access rights apply after you cancel.

Current ProActive app plans and costs

Both monthly and annual plans charge you automatically on your renewal date. The Lifetime plan is a one-time purchase with no auto-renewal, so you do not need to cancel it-you simply own it permanently.

Proactive healthcare NZ product pricing

The Proactive Healthcare NZ online shop does not publish a single pricing schedule because it stocks various wellness products. Prices vary by item. Stopee recommends checking the product page for the exact cost before you place an order, and comparing the total (including shipping) to the value you expect to receive.

What happens after you cancel proactive

Cancellation does not always mean the end of your experience immediately. Here's what to expect.

App access after cancellation

When you cancel a Proactive app subscription, your access to premium features continues until the end of your current billing period. After that date, your account reverts to free-tier features (if available). Your habit data and task history remain stored in the app unless you actively delete them.

If you purchased the Lifetime Habits plan, cancellation does not apply-you own lifetime access permanently and will not be charged further.

Your data and account after cancellation

Cancelling your subscription does not automatically delete your account, personal data, or saved habits and tasks. Your data persists in the app and on Proactive's servers unless you request deletion separately. If you want your account and all associated data removed, you must contact Proactive support directly through their website and request account deletion. Stopee advises being specific in your deletion request: state that you want all personal data, habits, tasks, and profile information permanently removed.

Refunds after cancellation

The timing and likelihood of a refund depend on your plan and how quickly you cancel after purchase.

Will you receive a refund from proactive

Refund eligibility varies based on what you bought and how quickly you act after cancellation.

Refunds for online shop orders

Proactive Healthcare NZ only refunds orders for damaged or defective items. You have 7 days from delivery to report a problem-report it within this window or you forfeit your refund rights under their policy. You must contact Proactive customer service with photos or video evidence of the damage.

Change-of-mind cancellations (where the product is fine but you simply changed your mind) do not qualify for refunds. However, if Proactive fails to deliver your order within 30 days, you are entitled to a full refund under their Terms and Conditions. This is an automatic right, not a discretionary refund.

Refunds for app subscriptions

Apple App Store refunds are processed by Apple, not by Proactive. You can request a refund through your Apple account for up to 90 days after a charge. Apple will refund your money or issue an App Store credit, depending on the reason and timing of your request. The best outcome is a refund if you cancel within 14 days of being charged; after that, Apple's discretion increases.

Google Play refunds are similarly handled by Google, not by Proactive. You have 48 hours to request a refund after a charge is applied. After 48 hours, you can still contact Google Play Support, but approval is less certain. Stopee advises requesting a refund immediately after you cancel if you do not want to be charged-do not wait more than a day.

Consumer guarantees act refunds for faulty products or services

If the ProActive app does not work as described, crashes repeatedly, or fails to deliver the promised features, you have a right to a refund, repair, or replacement under the Consumer Guarantees Act-regardless of Proactive's official refund policy. Similarly, if a Proactive Healthcare NZ product is substandard or not as described, the CGA applies. Document the fault and contact Proactive support. If they refuse, you can escalate your complaint to the Consumer Affairs Authority, which can compel a refund.

Common mistakes people make when cancelling proactive

Cancellation often fails because people take shortcuts. The good news is that these mistakes are entirely avoidable.

Trying to cancel within the app instead of the app store

This is the number-one cancellation mistake Stopee sees. The ProActive app itself does not have a cancellation button. You must cancel through Apple's App Store or Google Play, depending on your device. Logging into the app and looking for a cancel or unsubscribe option will not work. Leave the app, open the App Store (Apple) or Google Play Store, navigate to your subscriptions, find ProActive, and cancel there.

Cancelling too close to your renewal date

If you wait until the day your subscription renews, you risk being charged before your cancellation takes effect. Apple and Google both recommend cancelling at least 24 hours before your renewal date. If you miss this window and are charged, contact the app store support team within 48 hours (Google) or 90 days (Apple) to request a refund.

Not saving proof of cancellation

After you cancel, take a screenshot of the confirmation message showing the cancellation date and your access end date. Keep this proof for at least 30 days. If Proactive or the app store charges you again, you'll need this screenshot to dispute the charge and request a refund.

Assuming your proactive healthcare NZ online order cannot be cancelled

Many people believe that once an order is placed, it's locked in. Proactive's website does not advertise a cancellation option, but this does not mean you cannot cancel. If 30 days have not passed since your order and the goods have not arrived, you have the right to cancel and receive a full refund. Contact Proactive directly and cite the 30-day delivery window in their Terms and Conditions.

Checking your cancellation status and timeline

After you cancel, keep track of these key dates to ensure the cancellation sticks.

For app subscriptions

After cancellation, open your app store (Apple or Google Play) and navigate back to your subscriptions. Your ProActive subscription should no longer appear in the list, or it should be marked as "Cancelled" with a note showing the date your access ends. This typically updates within minutes, but can take up to an hour. If the subscription still appears as active after an hour, cancel again using a different device or browser.

Stopee recommends setting a calendar reminder for 2 days before your access end date. This gives you time to re-evaluate whether you want to resubscribe before you lose premium features.

For online shop orders

Once you request cancellation via email or the contact form, Proactive should respond within 5-7 business days confirming that your order is cancelled and a refund is being processed. Allow 5-10 additional business days for the refund to appear in your bank account (this depends on your bank, not on Proactive). If you do not receive a response within 7 days, escalate to the Consumer Affairs Authority or ask your bank to investigate the charge as a dispute.

Your consumer rights escalation path in new zealand

If Proactive refuses to refund you or respond to cancellation requests, you have formal recourse.

Step-by-step escalation if proactive refuses

1. Document everything: collect screenshots, emails, order numbers, dates, and descriptions of the problem.
2. Send a formal written complaint to Proactive via email, referencing the Consumer Guarantees Act if the issue is a faulty product or service.
3. Allow 10-14 business days for a response.
4. If Proactive does not respond or refuses your claim, file a complaint with the Consumer Affairs Authority (part of the Ministry of Business, Innovation and Employment).
   • Visit beehive.govt.nz or call the Consumer Affairs Authority.
   • Provide your documentation, your complaint letter to Proactive, and proof of payment.
5. The Consumer Affairs Authority can investigate Proactive's conduct and, if warranted, compel a refund or settlement.

You can also pursue a small claims dispute through your local District Court if the amount is under NZ$1,500 and the Consumer Affairs Authority cannot resolve it. Stopee has seen successful outcomes through this path when refund documentation is solid.

Stopee's cancellation checklist for proactive

Before you cancel, and after you cancel, use this checklist to avoid oversights.

Key takeaways and how stopee can help

Cancelling Proactive is straightforward once you know where to look. App subscriptions must be cancelled through Apple or Google Play (not through the app itself), and you must cancel at least 24 hours before your renewal date. Online shop orders can be cancelled by contacting customer service, especially if delivery is delayed beyond 30 days. New Zealand's Consumer Guarantees Act protects you if Proactive's product or service is faulty, even if their official policy does not offer refunds. Document everything, keep screenshots, and escalate to the Consumer Affairs Authority if Proactive refuses to cooperate.

Stopee has helped thousands of consumers cancel unwanted services and recover refunds by breaking cancellation into clear, actionable steps-just like we've done here. If you run into resistance from Proactive, or if you're unsure whether your cancellation request qualifies for a refund under consumer law, Stopee's guides and escalation resources are available at stopee.com to help you navigate next steps. Your cancellation is not final until you see proof, and Stopee recommends treating every cancellation like a transaction that requires documentation and follow-up.

Contact information for proactive support

If you need to reach Proactive to cancel an online shop order or request account deletion, use the contact details below. These details are from Proactive's official website; Stopee recommends sending your cancellation request via email to create a formal record.

Visit the Proactive Healthcare NZ website (footer or "Contact Us" page) to find their current email address, phone number, and mailing address. For app-related issues, contact Apple Support or Google Play Support directly-they process all subscription cancellations and refunds, not Proactive itself.

Stopee's mission is to make cancellation transparent and empowering. If you've successfully cancelled Proactive and want to share your experience, or if you're still struggling, visit stopee.com for additional guides, template cancellation letters, and links to consumer rights authorities in New Zealand. You're not alone in this process, and Stopee is here to help you take back control of your subscriptions.