Manage Starlink

How to cancel starlink in new zealand and get your money back

What starlink is and why you might want to cancel

Starlink is a satellite internet service run by SpaceX that beams broadband to your home via low-Earth-orbit satellites. In New Zealand, it works where fibre and fixed-line options don't reach - rural areas, remote locations, and places with poor wired infrastructure.

The service offers three main plans: Residential (for home use), Roam (portable connectivity), and Business (for commercial needs). You pay monthly and can either purchase the Starlink Kit outright or rent it from Starlink. However, if your circumstances change, your connection drops, or you find a faster local provider, you'll need to cancel properly to avoid unwanted charges.

Why new zealand customers cancel starlink

Common reasons include moving to an area with better fibre coverage, finding cheaper alternatives, poor signal quality, or simply not using the service enough to justify the monthly cost. Whatever your reason, Stopee is here to walk you through every step so you cancel without losing money to surprise fees or billing mistakes.

What you need to know before you cancel

Starlink's New Zealand Terms of Service give you specific cancellation rights, including a 14-day withdrawal period if you're within that window. You also have protections under the Consumer Guarantees Act 1993 (CGA), which means you can cancel or claim a refund if the service doesn't match what was promised. Stopee strongly recommends reading your contract and checking your billing cycle before you take action.

Your cancellation rights under new zealand consumer law

New Zealand law gives you solid protections when cancelling subscriptions and online services.

The 14-day right of withdrawal

Under Starlink's Terms of Service, you have a 14-day cooling-off period from the date of your contract. If you cancel within this window, you can claim a refund of all fees paid, minus any charges for the service you actually used (pro-rated). This is your strongest lever if you've only just signed up and want out quickly. Stopee advises you to cancel in writing and save proof of when you notified Starlink.

Consumer guarantees act protections

The CGA 1993 is your safety net. It says Starlink must provide a service that is fit for purpose, of acceptable quality, and matches the description you were given. If your connection is persistently slow, drops out regularly, or doesn't work in your area as promised, you have grounds to cancel and claim a refund or replacement. You don't need to wait for the 14-day window - the CGA applies throughout your subscription.

How to use these rights

If Starlink refuses to cancel or refund you, contact the Commerce Commission (the official consumer authority in New Zealand) or the Disputes Resolution Scheme (DRS) that Starlink uses. Stopee recommends keeping all emails, screenshots, and service logs that prove the issue. If Starlink breaches the CGA, you have strong legal standing to escalate.

Methods to cancel your starlink account

You have three main paths to cancel Starlink, depending on how you signed up and which platform you prefer.

Cancel via the starlink customer portal (the fastest method)

The online Customer Portal is the most direct route and the one Stopee recommends. This method gives you instant confirmation and the clearest paper trail.

1. Go to starlink.com and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot password" link and reset it via email.
2. Navigate to Account or Subscription section (exact wording varies, but look for your service details).
   • On some accounts, this appears under "My Services" or "Billing."
3. Scroll to find the Cancel Subscription or Cancel Service button.
   • Starlink will ask you to confirm and may offer a retention discount - decline this unless you genuinely want to stay.
4. Review the cancellation date. Critical: to avoid the next billing cycle, you must cancel before your next invoice is generated (usually 3 to 5 days before your billing date).
   • Your account will show your next billing date clearly.
5. Click Confirm Cancellation and take a screenshot of the confirmation page.
   • Starlink should also send a confirmation email to your registered address within 24 hours.
6. Save both the screenshot and the email. You'll need these if a charge appears or a dispute arises.
   • Forward the email to your personal email account if your Starlink account email is a shared or temporary address.

Pro tip: Log in to your account one week before your intended cancellation date to note the exact time your next billing cycle starts. This removes all doubt about timing.

Cancel via apple app store (if you subscribed through iOS)

If you signed up for Starlink via the Apple App Store (not the Starlink website), you must cancel through Apple, not through Starlink directly. Deleting the Starlink app does NOT cancel your subscription.

1. On your iPhone or iPad, open Settings.
   • Ensure you're using the device you signed up on, as subscriptions are tied to your Apple ID.
2. Tap Subscriptions (or iTunes & App Store, then Subscriptions on older devices).
   • You'll see a list of all your active app subscriptions here.
3. Find and tap Starlink.
   • If you don't see it, scroll down or search for it.
4. Tap Cancel Subscription or Edit Subscription, then select Cancel.
   • Apple will ask you to confirm one more time.
5. Take a screenshot of the cancellation screen showing "Subscription Cancelled."
   • Apple sends a confirmation email to your Apple ID email address.
6. Verify the cancellation on your Starlink account by logging into the Customer Portal. It may take up to 24 hours to sync.
   • If it hasn't synced after 24 hours, contact Starlink support with your Apple receipt and cancellation screenshot.

Warning: Some users report that the Starlink mobile app does not display a cancel option. If you cannot find the cancel button in-app, use the web-based Customer Portal instead - Stopee confirms this is the more reliable method.

Cancel via google play store (if you subscribed through android)

Like the App Store, if you signed up via Google Play, you cancel through Google, not Starlink.

1. On your Android phone or tablet, open the Google Play Store app.
   • Make sure you're signed in with the Google Account you used to subscribe.
2. Tap your Profile icon (usually in the top right corner).
   • Select Manage your Google Account or Payments & Subscriptions.
3. Tap Subscriptions.
   • You'll see all your active subscriptions listed here.
4. Select Starlink.
   • Review the subscription details and billing date.
5. Tap Cancel Subscription and confirm.
   • Google will ask for feedback on why you're cancelling (optional).
6. Take a screenshot of the cancellation confirmation.
   • Google sends a confirmation email immediately.
7. Check your Starlink Customer Portal after 24 hours to confirm the subscription is marked as cancelled.
   • If it still shows as active, contact Starlink with your Google Play receipt and cancellation proof.

What happens after you cancel starlink

Cancellation isn't instant, and several things occur in sequence. Understanding the timeline and your obligations protects you from surprise charges.

Your service access and billing

After you cancel, your internet access continues until the end of the billing period you've already paid for. You will not be charged for the next month. For example, if your billing date is the 15th and you cancel on the 8th, you keep full service until the 15th, then it stops. If you cancel on the 16th, you keep service until the 15th of the following month.

Stopee advises you to confirm the exact end date in your cancellation confirmation email - this removes uncertainty and gives you a target date to line up an alternative provider.

Equipment return obligations

If you own the Starlink Kit, you are not required to return it. However, if you rented it, you must return all equipment (the Starlink Kit, power supply, cables, and mounting hardware) within 30 days of your cancellation date. Starlink will send you a prepaid return label or instructions.

Warning: If you fail to return rented equipment within 30 days, Starlink may charge you the full retail cost of the Kit (typically NZ$1,000+). Stopee strongly recommends packing and sending the equipment immediately upon receiving the return label.

Final charges and account settlement

Any outstanding charges (unpaid invoices, non-return fees, or damage charges) remain your responsibility even after cancellation. Starlink will invoice you for these separately and may pursue collection if you don't pay. Check your account statement before cancelling to ensure there are no hidden charges or disputes.

Will you get a refund when you cancel?

Refund eligibility depends on when you cancel and what you're asking for - service, hardware, or both.

Standard refund policy

Starlink does not offer refunds for used service under normal circumstances. However, you are entitled to a refund under two key conditions:

• Within 14 days of sign-up: You can cancel and claim a refund of all fees paid, minus the pro-rated cost of the service you used (if any). For example, if you paid NZ$150 for a month and cancelled after 5 days, you might owe only NZ$25.
• Under the Consumer Guarantees Act: If Starlink fails to provide a service of acceptable quality or fit for purpose, you can demand a full refund or replacement at any time, regardless of how long you've been subscribed.

Equipment refunds and returns

Starlink's equipment refund policy offers more flexibility:

Pro tip: If you want the full refund (Kit + first month), cancel and return your equipment within 30 days of purchase. After that window closes, you lose the right to a refund on the service itself - you can only cancel and stop future charges.

How to claim a refund

Stopee recommends this process:

1. Cancel your subscription via the Customer Portal (steps above).
   • Take a screenshot showing the cancellation date and any refund eligibility notice.
2. If you're within 14 days or have a CGA claim, contact Starlink Support via email with your cancellation confirmation and explanation.
   • Reference the 14-day cooling-off period or the Consumer Guarantees Act (cite the specific Act if you're claiming CGA protection).
3. Request a refund and specify the amount and reason (e.g., "Service cancelled within 14-day period" or "Service not fit for purpose under CGA").
   • Be clear and professional; include dates and invoice numbers.
4. Allow 14 days for Starlink to respond. If they refuse, escalate to the Commerce Commission or Starlink's DRS provider (ask Starlink which scheme they use).
   • DRS complaints are free and can force Starlink to reconsider.

Common mistakes when cancelling starlink

Cancelling can feel straightforward, but small errors cost money. Here are the traps Stopee sees most often.

Mistake 1: cancelling too late in your billing cycle

If you cancel after your next invoice has been generated, you'll be charged for the full month ahead. For example, if your bill date is the 15th and you cancel on the 16th, you've just been charged for another month and must wait 30 days to cancel again. Always cancel 3 to 5 days before your billing date to stay ahead of the system.

Mistake 2: deleting the app without cancelling the subscription

Removing the Starlink app from your phone does nothing - your subscription and billing continue. You must cancel through the portal or app store (not just delete the app). Stopee has seen users rack up months of unwanted charges because they assumed deletion = cancellation.

Mistake 3: not keeping proof of cancellation

If Starlink later disputes your cancellation or claims you still owe money, your only defence is the confirmation email or portal screenshot you saved. Without proof, you'll struggle to challenge any charge. Always take screenshots immediately and forward confirmation emails to a personal account.

Mistake 4: forgetting to return rented equipment

If you rented your Kit and miss the 30-day return window, Starlink charges the full retail price (often NZ$1,000 or more). Set a calendar reminder the day you cancel: pack the equipment, request the return label, and send it back within two weeks. Don't wait until day 29.

Mistake 5: not checking for outstanding charges before cancelling

If you have unpaid invoices or damage claims pending, these don't disappear when you cancel - Starlink will pursue them. Log into your account and review all recent statements before you proceed. If you spot an error or dispute, raise it now, not after cancellation.

Pricing and billing timeline for new zealand customers

Understanding what you pay and when helps you cancel at the right time.

Prices and options change, so always check Starlink's NZ website for current rates before you decide.

Checklist: cancelling starlink safely

Use this list to make sure you don't miss a step.

• ☐ Check your account balance and next billing date (log in now).
• ☐ Decide which cancellation method suits you (portal, Apple, or Google Play).
• ☐ Cancel 3 to 5 days before your next billing date.
• ☐ Take a screenshot of your cancellation confirmation screen.
• ☐ Save the cancellation confirmation email from Starlink (forward to a personal account if needed).
• ☐ If you rented equipment, request the return label and set a calendar reminder to ship it within 14 days.
• ☐ Log back in 24 hours later to confirm your account shows "Cancelled" status.
• ☐ If a charge appears after cancellation, email Starlink with your cancellation proof and dispute it immediately.
• ☐ Keep all proof for 12 months in case you need to escalate to the Commerce Commission.

Key takeaways: cancelling starlink with confidence

Cancelling Starlink in New Zealand is straightforward if you follow the right steps and plan the timing. You have legal rights under the Consumer Guarantees Act and a 14-day cooling-off period, both of which protect you from unfair charges. The Customer Portal is your fastest route, and cancelling before your next billing date ensures you don't pay for an extra month you won't use.

Stopee has guided thousands of New Zealand consumers through cancellations and understands the frustration of unwanted charges and poor customer service. By keeping proof of your cancellation, checking your account status the next day, and knowing which consumer authority to contact if Starlink refuses to help, you stay in control. If you encounter problems - persistent billing errors, refused refunds, or service failures - the Commerce Commission and Disputes Resolution Scheme are on your side.

Contact information and escalation

Starlink new zealand contact addresses

If you need to send written notice of cancellation or escalate a dispute, use these addresses:

Wellington office (Terms of Service contact):
Starlink, Wellington, New Zealand

This is the official service address listed in Starlink's New Zealand Terms of Service and is the appropriate address for formal cancellation notices.

Auckland office (alternative):
Eastman NZ Limited, Auckland, New Zealand

This local entity may serve as an alternative contact point for service-related matters.

Pro tip: Before sending a letter, email Starlink Support first. It's faster, cheaper, and you get a digital record. Only use postal addresses if Starlink ignores three emails over 14 days.

Escalation to new zealand consumer authorities

If Starlink refuses to cancel, refund you, or honour your rights, contact:

• Commerce Commission: The official consumer regulator. Complain if Starlink breaches the Consumer Guarantees Act or Fair Trading Act. Visit comcom.govt.nz or call 0800 943 600.
• Disputes Resolution Scheme (DRS): Ask Starlink which DRS provider they use (e.g., DMCCNZ, Utilities Disputes). File a free complaint if Starlink refuses to respond or you disagree with their position.

Stopee recommends keeping all emails, screenshots, and service records for 12 months after cancellation. These form your evidence if you need to escalate to an authority.

Cancelling Starlink doesn't have to be stressful. With this guide, you know exactly what to do, when to do it, and what rights protect you. Stopee has helped thousands of consumers cancel subscriptions and resolve billing disputes - and we're here to help you too. Cancel confidently, keep your proof, and don't hesitate to escalate if Starlink doesn't play fair.