Manage Your Doctors Online

How to cancel your doctors online: your complete guide for new zealand members

Understanding your doctors online before you cancel

Your Doctors Online is a telehealth platform that lets you consult with healthcare professionals remotely via your browser or mobile app. The service operates on a unit-based system, where you purchase consultation credits or membership plans and use them for medical advice, prescriptions, and related services. If you're considering cancellation, you deserve clear, straightforward information about your options - and that's exactly what Stopee provides.

How the service works

You access Your Doctors Online through their website or dedicated mobile apps available on both iOS and Android. When you purchase a plan, you're buying either a starter pack of units, a membership tier, a family plan, or a day pass. Each unit typically covers one consultation. Pricing displays in USD on app stores, which means your New Zealand dollar cost depends on the current exchange rate applied by Apple App Store or Google Play.

Your membership remains active until your paid period expires, even after you cancel. This means you don't lose access immediately - you retain the right to use any remaining units or benefits through the end of your current billing cycle.

When cancellation makes sense

You might want to cancel if you're not using the service regularly, prefer in-person consultations, or have found an alternative healthcare provider. You may also cancel if the pricing no longer suits your budget, especially given the USD-to-NZD exchange rate variation. Whatever your reason, Stopee helps you understand your cancellation rights and the process ahead.

Your consumer rights in new zealand

The Consumer Guarantees Act 1993 protects you as a New Zealand consumer, and understanding these rights strengthens your position if you face resistance from the company.

The consumer guarantees act and what it means for you

Under the Consumer Guarantees Act, goods and services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Your Doctors Online fails to deliver the service you paid for - for example, if doctors are unavailable, the app crashes regularly, or consultations are delayed beyond reasonable timeframes - you have grounds to seek a refund or dispute the charge.

This protection applies regardless of what their terms of service claim. If the company refuses a refund under the non-refundable policy, but the service was genuinely unusable or not delivered as promised, the Consumer Guarantees Act takes precedence.

Escalation: the commerce commission

If Your Doctors Online declines your refund request and you believe they've breached consumer law, you can escalate to the Commerce Commission (www.comcom.govt.nz) or seek advice from a local Citizens Advice Bureau. Stopee recommends documenting all communication - screenshots of failed logins, unanswered support emails, or service interruptions - before escalating.

How to cancel your doctors online in new zealand

Cancellation is straightforward if you follow the correct channel, though the company offers limited official guidance for New Zealand users.

Cancel via the web or mobile app (recommended method)

This is the fastest and most transparent cancellation route. You'll have an immediate confirmation and a record of your action.

1. Open the Your Doctors Online website or launch the app on your phone.
   • On the app, log in with your email and password.
   • On the website, visit www.yourdoctors.online (or your local version) and sign in.
2. Navigate to your account settings.
   • Look for a profile icon, account menu, or settings option - usually in the top right or bottom menu.
   • Select "Account Settings" or "My Profile".
3. Find the subscription or billing section.
   • Scroll to "Subscription", "My Plans", "Billing", or "Manage Membership".
   • You should see your current plan displayed with a "Cancel" or "Manage Subscription" button.
4. Click "Cancel subscription" and follow the on-screen prompts.
   • The company may offer a discount or ask why you're leaving - this is optional feedback.
   • Confirm your cancellation in the final dialog box.
5. Save your confirmation.
   • Screenshot the confirmation page or note the cancellation reference number.
   • Check your email for a confirmation message from Your Doctors Online - this serves as your proof of cancellation.
   • Keep this evidence for at least 12 months in case disputes arise.

Pro tip: If the "Cancel subscription" button doesn't appear or is greyed out, your account may have already been cancelled, or your subscription may be on hold. Contact support (see contact details below) to clarify your status.

Cancel through apple app store (iOS)

If you subscribed via Apple, billing is managed by Apple, not Your Doctors Online directly. You must cancel through your Apple ID settings.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
   • This opens your Apple ID menu.
3. Select "Subscriptions".
   • You'll see all active subscriptions linked to your Apple ID.
4. Find "Your Doctors Online" in the list and tap it.
5. Tap "Cancel Subscription".
   • Apple will ask you to confirm; select "Confirm Cancellation".
6. Keep the confirmation screen visible for 10 seconds, then take a screenshot.
   • Apple's system confirms cancellation immediately, and your subscription ends at the next renewal date.

Warning: Deleting the Your Doctors Online app does not cancel your subscription. The app and the subscription are separate - you must use Settings to stop recurring charges.

Cancel through google play (Android)

Google Play manages Android subscriptions similarly to Apple. You'll cancel through your Google account, not the app itself.

1. Open Google Play on your Android phone or visit play.google.com in a browser.
2. Tap your profile icon (top right).
   • Select "Manage my subscriptions" or "Subscriptions" from the menu.
3. Find "Your Doctors Online" in your active subscriptions.
4. Tap the subscription and select "Cancel subscription".
   • Google will request confirmation.
5. Confirm your cancellation.
   • Google displays a summary confirming your subscription will end on a specific date.
   • Photograph or screenshot this confirmation.

Pro tip: If you've lost access to the original payment method (e.g., a deleted credit card), contact Your Doctors Online support directly to update your billing information before cancelling through the app or web.

What happens after you cancel your doctors online

Cancellation doesn't mean immediate loss of access - you'll retain service rights for the duration of your paid period.

Your access timeline

Once you cancel, your access continues until the end of your current billing cycle. If you paid for a 30-day plan and cancel on day 10, you keep your remaining 20 days and all your unused units. You can still book consultations and use any accumulated credits until that date arrives.

After your final billing date passes, the app will no longer load consultations or allow new appointments. Your account remains inactive unless you resubscribe.

Account data and reactivation

Your Doctors Online does not automatically delete your account data when you cancel. Your consultation history, profile information, and payment records remain stored on their servers. If you want complete data removal, you must request account deletion separately via email to support@yourdoctors.online, specifying that you want all personal data erased under privacy law.

Reactivation is possible - if you change your mind, you can log back in and purchase a new plan. However, any previous unused units typically expire and are not carried over.

Understanding your doctors online refund policy in new zealand

The company's refund stance is restrictive, but New Zealand consumer law may override their terms in specific circumstances.

The default non-refundable policy

Your Doctors Online's standard terms state that subscriptions are non-refundable. The logic they apply is that you retain access to your full paid period, so you've received the service even if you cancel early. This is their stated position, and they follow it in most cases.

However, this blanket policy doesn't account for situations where the service was genuinely unavailable, where you were charged in error, or where the company failed to deliver what you paid for.

Exceptional refund scenarios and how to request one

Refunds may be granted if you meet specific conditions. Stopee recommends attempting a refund request even if you expect rejection - many companies relent when presented with evidence.

1. Email support@yourdoctors.online with a clear, factual request.
   • State your reason: service not delivered, charged twice, technical issues preventing access, or error in your account.
   • Include your order/subscription reference number, purchase date, and amount paid (in NZD equivalent).
   • Attach screenshots or evidence: failed login attempts, error messages, unanswered booking attempts, or proof of duplicate charges.
   • Keep your tone professional and unemotional - companies respond better to fact-based requests than complaints.
2. Request a timeframe for their response.
   • Write: "Please advise whether you can process a refund. I look forward to your response within 5 business days."
3. If the company approves a refund, expect processing within 5 to 7 business days to your original payment method (credit card, Apple ID, or Google Play balance).
   • Your bank or payment platform may take an additional 2 to 3 business days to post the credit to your account.
4. If the company declines, reference the Consumer Guarantees Act in a follow-up email.
   • Write: "I believe your refusal conflicts with the Consumer Guarantees Act 1993, which entitles me to a refund if the service was not delivered as promised. Please reconsider."
   • Include evidence of service failure.
5. If the company continues to refuse, file a complaint with the Commerce Commission or seek advice from a Citizens Advice Bureau.
   • Stopee's advocacy approach has helped thousands of consumers recover refunds by escalating to regulators.

Warning: Do not threaten legal action or use aggressive language in your email. Companies become defensive and are less likely to negotiate. Stay calm, factual, and solution-focused.

Your doctors online pricing plans explained

Understanding what you're paying for helps you decide whether cancellation is the right choice.

Pricing overview for new zealand customers

Your Doctors Online displays prices in USD on app stores. Your actual charge in NZD depends on your payment method's exchange rate and any local fees. A plan listed as US$9.99 typically costs between NZD $17 and NZD $20, depending on the day and your bank's conversion markup.

Pro tip: The Pro Yearly 100 and Value Pack 60 offer the lowest cost per consultation (roughly NZD $1.70-2.00 per unit versus NZD $3-4 for starter packs). If you use Your Doctors Online more than twice a month, the annual plan delivers better value than monthly subscriptions.

Common mistakes when cancelling your doctors online

Cancelling feels straightforward, but small oversights can leave you charged longer than expected or without proof of your action. Here's what to avoid.

Mistake 1: deleting the app instead of cancelling the subscription

Your phone storage doesn't matter - Your Doctors Online will continue charging you. Deleting the app removes only the software from your device. The subscription connection to Apple, Google, or the company's servers remains active, and your next billing date will trigger a charge.

Always cancel through Settings (Apple) or Google Play, or via the web app's account section. Only then uninstall the app if you wish.

Mistake 2: not keeping proof of cancellation

Without a screenshot or email confirmation, you have no evidence if the company claims you never cancelled and continues charging. Save your proof immediately after cancellation. If a charge appears after cancellation, this proof is your only leverage for a refund dispute.

Mistake 3: failing to cancel before your next renewal date

Your Doctors Online charges on your renewal date, not days before it. If you cancel on day 29 of a 30-day cycle, you'll still be charged for the next cycle. Check your next billing date in your account settings or your last invoice, and set a phone reminder for 3 days before to cancel in time.

Mistake 4: assuming the company will process a refund without evidence

The company receives dozens of refund requests each week. Without documentation of service failure, duplicate charges, or other exceptions, they reject your request outright. Include screenshots, reference numbers, and dates when you email support.

How stopee helps you navigate cancellations

Cancelling a health-related subscription raises unique concerns - access to care, continuity of records, and trust issues all factor into your decision. Stopee's cancellation expertise has helped thousands of consumers cancel services across healthcare, fitness, entertainment, and more, ensuring they understand their rights and avoid unexpected charges.

When you're ready to cancel Your Doctors Online, Stopee arms you with the correct steps, regulatory context, and escalation pathways so you never feel trapped or uncertain. Whether you need to request a refund, understand your data privacy rights, or simply confirm your cancellation succeeded, Stopee guides you through each decision point.

Contact your doctors online and cancellation address

Your Doctors Online offers limited public contact information for New Zealand users. The company operates from Canada, and no New Zealand-specific postal address is publicly listed.

How to reach support

Email is your primary contact method. Use this address for cancellation requests, refund appeals, account deletion, or data removal:

Email: support@yourdoctors.online

Include your full name, account email address, and order reference number in every message. Response times vary, but the company typically replies within 2 to 5 business days.

If support doesn't respond

If Your Doctors Online ignores your cancellation or refund request after 10 business days, escalate to the Commerce Commission (www.comcom.govt.nz) or file a complaint with a credit card processor if you paid by card. Most card companies have dispute resolution processes that override the merchant's refusal.

Stopee recommends keeping all email correspondence, including delivery receipts, as evidence of your attempts to resolve the issue directly. This documentation strengthens any formal complaint you file.

Summary checklist before you cancel

• Check your account settings for your next renewal date.
• Decide whether you want a refund or simply intend to stop future charges.
• Gather any evidence of service failure, if you're requesting a refund (screenshots, failed login attempts, etc.).
• Choose your cancellation method: web, app, Apple Settings, or Google Play.
• Complete the cancellation steps and save your confirmation screenshot or email.
• If requesting a refund, send a detailed, professional email to support@yourdoctors.online within 5 days of cancellation.
• If the company declines, reference the Consumer Guarantees Act in your follow-up.
• Escalate to the Commerce Commission if necessary after 10 business days with no resolution.

Final thoughts: take control of your subscription

Cancelling Your Doctors Online is straightforward once you know the correct steps and your legal protections. You're not locked in by their non-refundable policy if the service genuinely failed to deliver. New Zealand consumer law is on your side, and regulators like the Commerce Commission are equipped to enforce your rights when companies resist.

Whether you're cancelling for budget reasons, switching to another provider, or simply not using the service enough to justify the cost, Stopee has helped thousands of consumers cancel healthcare, fitness, and entertainment subscriptions without unnecessary delays or surprise charges. Your next step is to follow the method that suits your device and situation, save your proof, and move forward with confidence.

If you need further guidance on any cancellation step, revisit this guide or contact your local Citizens Advice Bureau for independent advice on consumer rights in New Zealand. Stopee stands ready to demystify subscriptions and help you reclaim control over your spending.