Manage Felix

How to cancel felix in new zealand and protect your consumer rights

Understanding felix and why you might cancel

Felix is a mobile service offering flexible phone plans designed for simplicity and app-based account management. The service operates primarily in Australia, though some New Zealand customers can access it through the Felix app or web sign-up. If you've subscribed to Felix and now want to exit, you're in the right place - Stopee has helped thousands of consumers navigate cancellation with confidence and clarity.

Why new zealand customers use felix

Felix attracts subscribers seeking straightforward mobile plans without long-term contracts. The app-based interface appeals to users who want control over their billing and service settings from their phone. However, if the service no longer meets your needs, or if you're concerned about charges, cancellation is straightforward once you know the right steps.

Why you might be cancelling

Common reasons include finding a better plan elsewhere, switching to a different network, experiencing service issues, or simply wanting to reduce monthly expenses. Whatever your reason, understanding your cancellation options and consumer rights under New Zealand law ensures you exit without unnecessary stress or surprise charges.

Your consumer rights in new zealand

Before you cancel, it's crucial to know what the law protects you for. New Zealand's consumer protection framework is strong and applies to digital subscription services like Felix.

The consumer guarantees act and fair trading act

The Consumer Guarantees Act (CGA) and Fair Trading Act are your statutory safety net. These laws protect you when you purchase goods or services, including mobile subscriptions. Critically, you cannot be asked to waive these rights - any company trying to do so is breaking the law. If Felix's service fails to meet quality standards, is unfit for purpose, or is misrepresented, you may be entitled to a remedy such as a refund, repair, or replacement, regardless of what Felix's own terms state.

How this applies to your felix subscription

Digital subscriptions must meet guarantees of quality and fitness for purpose. If you've experienced persistent connection issues, billing errors, or service outages that prevent normal use, the CGA gives you leverage. You do not need to accept a "no refund" policy if the service itself has failed to deliver what was promised. Stopee recommends documenting any service failures before you cancel, as this strengthens your position if you later need to claim a refund or escalate a dispute.

How to cancel felix in four simple methods

You have several cancellation pathways depending on how you signed up. Choose the method that matches your purchase route.

Method one: cancel directly through the felix app

This is the fastest and most direct route if you signed up via Felix's own website or app. Follow these steps in order.

1. Open the Felix app on your phone and log in with your email and password.
   • If you've forgotten your login details, use the "Forgot password" link on the sign-in screen.
2. Tap the Settings icon (usually a gear or menu button in the bottom or top corner).
   • Look for "Phone and service settings" or "Account settings" - the exact label may vary depending on your app version.
3. Select "Cancel my service" or "End my subscription" from the menu.
   • The app will ask you to confirm and may offer a pause option (up to 119 days) instead of full cancellation.
4. Follow the on-screen prompts to confirm your choice.
   • You should receive a confirmation email within minutes.
5. Keep the confirmation email as proof of your cancellation date.
   • Pro tip: Screenshot the confirmation in-app as well, in case you need evidence for a refund claim later.

Method two: cancel via the apple app store

If you subscribed to Felix through your Apple account, you must cancel there to stop recurring charges.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Select "Subscriptions."
4. Find and tap "Felix" in the list of active subscriptions.
5. Tap "Cancel Subscription" at the bottom.
   • Apple will confirm the date your subscription ends - this is usually the end of your current billing cycle.
6. Keep a screenshot of the cancellation confirmation for your records.

Warning: Cancelling through the Apple App Store stops future charges but does not automatically trigger a refund for the current billing period. If you believe you're entitled to a refund under consumer law (for example, because the service was faulty), you must submit a separate refund request at reportaproblem.apple.com.

Method three: cancel via google play store

Android users who subscribed through Google Play must cancel in the Google Play app to stop recurring 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."
4. Tap "Subscriptions."
5. Choose "Felix" from the list.
6. Tap "Cancel subscription" and confirm.
   • Google will show you the exact date your subscription ends - usually the end of your current billing period.
7. Photograph or screenshot the confirmation screen.

Warning: Google Play typically only offers automatic refunds within 48 hours of purchase. After that, refunds are assessed case-by-case. If you cancel after 48 hours and believe you're owed a refund under New Zealand consumer law, escalate your claim to Google Play support with evidence of service failure.

Method four: contact felix support in writing

If the app or platform options fail, or if you need formal confirmation of cancellation, contact Felix directly in writing.

1. Send an email to Felix customer support (check the app or website for the current support email address).
   • Include your full name, account email address, and phone number associated with your Felix account.
   • Clearly state: "I request cancellation of my Felix mobile subscription effective immediately."
2. Send a copy of your cancellation request via registered mail to the Felix Services Limited registered office address (see section below).
   • Registered mail provides proof of delivery, which strengthens your position if a dispute arises.
3. Keep all email correspondence and delivery confirmation.
4. Expect a response within 5 business days.

What happens immediately after you cancel

Cancellation can feel uncertain, so here's exactly what you should expect in the days and weeks that follow.

Service access during your final billing cycle

When you cancel a direct Felix subscription, your mobile service continues until the end of your current billing cycle. For example, if you cancel on the 15th of a month and your billing cycle runs monthly, you keep your phone service until the end of that month. You will not be charged again after that date. If you pause instead of cancelling (Felix allows up to 119 days of pause), your service suspends after the pause period ends.

Auto-renewal and future charges

The moment you cancel, auto-renewal stops. You will not be charged at your next renewal date. If you see a charge appear after cancellation, contact Felix or your payment provider immediately - this may indicate the cancellation did not process, and Stopee recommends escalating quickly to your bank or payment company.

Your account data and stored settings

Felix may retain your account data and saved settings for a period after cancellation. If you want your personal data deleted, check the Felix app's privacy settings or contact support directly. Under New Zealand's Privacy Act, you have the right to request deletion of your personal information, though service providers may retain limited data for legal or billing purposes.

Will you get a refund?

Refunds depend on your purchase method and the reason for cancellation. This is where Stopee's guidance becomes critical - knowing your rights can mean the difference between losing money and recovering it.

Refunds when you purchased via apple app store

Apple does not automatically refund when you cancel. Instead, you must submit a refund request directly to Apple at reportaproblem.apple.com. Apple assesses refunds case-by-case and typically only grants automatic refunds within 14 days of purchase. However, you may still claim a refund if the service was faulty or misrepresented, even after 14 days, because New Zealand's Consumer Guarantees Act overrides Apple's standard policies.

To strengthen your claim, document any service issues (screenshots of errors, dates of outages, evidence of poor performance) and reference the CGA in your request.

Refunds when you purchased via google play

Google Play typically grants automatic refunds within 48 hours of purchase. After 48 hours, Google decides refund requests case-by-case. If Felix failed to meet quality standards or misrepresented its service, you may qualify for a refund under New Zealand consumer law, even outside the 48-hour window. Submit your refund request with supporting evidence of service failure.

Refunds when you subscribed directly to felix

Felix does not publicly state an explicit refund policy. The company charges no exit fees, but refunds for already-paid periods are not mentioned. This does not mean you have no claim. Under the Consumer Guarantees Act, if Felix's service was faulty, unfit for purpose, or misrepresented, you have the right to a remedy, which may include a refund. Document any service failures and contact Felix support with a clear refund request referencing the CGA.

Felix pricing and plan overview

Understanding what you're paying helps clarify whether you've received value and strengthens any refund claim.

Pricing availability for new zealand customers

Felix publishes its mobile plans and pricing primarily in Australian dollars. No official New Zealand dollar (NZD) pricing list is publicly available. This creates a grey area: if Felix charged you in NZD without clear upfront disclosure of exchange rates or plan details, this may constitute misrepresentation under the Fair Trading Act. Stopee recommends keeping records of any pricing disclosure at sign-up - if it was unclear or changed unexpectedly, this strengthens a complaint.

Common mistakes to avoid when cancelling felix

Cancellation can go wrong in subtle ways. We've seen customers lose refund eligibility or face surprise charges because they missed a critical step. Here's what not to do.

Mistake one: cancelling only in one place

If you signed up via Apple App Store or Google Play, you must cancel there - not just in the Felix app. Many customers cancel in the app and assume they're done, only to find Apple or Google still charging them. Pro tip: If you subscribed via a platform, cancel there first, then confirm with Felix support in writing.

Mistake two: not requesting a refund in writing

If you believe you're owed a refund, do not rely on a verbal conversation or a single email. Send a formal, dated written request to Felix (via email and registered mail) that clearly references the Consumer Guarantees Act and states your reason for the refund claim. Keep all correspondence. If Felix ignores or refuses you, escalate to the Commerce Commission (see section below).

Mistake three: accepting "no refund" without question

Felix, Apple, Google, and other companies often claim "subscriptions are non-refundable." Under New Zealand law, these terms are unenforceable if the service failed to meet standards. Do not assume a refund is impossible - your statutory rights override company policy.

Mistake four: cancelling without documentation

Always take screenshots of cancellation confirmations and keep all emails. If a dispute arises, your proof of cancellation date and method is your strongest defence.

Pricing summary and comparison table

Use this table to assess whether you received value from Felix and to inform your cancellation decision.

Escalation: what to do if felix refuses to help

If Felix ignores your cancellation request, denies a refund you believe you're owed, or continues charging after you've cancelled, you have formal avenues to pursue.

Step one: formal complaint to felix

Send a formal written complaint to Felix at the registered office address (see below). Clearly state the issue, the date it began, and the remedy you seek (e.g., cancellation confirmation or refund of $X). Request a response within 10 business days.

Step two: escalate to the commerce commission

If Felix does not respond or refuses your claim, lodge a complaint with the Commerce Commission (Torangā Ahumoni), New Zealand's consumer protection authority. The Commission can investigate breaches of the Consumer Guarantees Act and Fair Trading Act and take enforcement action. Complaints are free and can be filed online at www.comcom.govt.nz.

Step three: dispute with your payment provider

If Felix continues to charge you after cancellation, contact your bank or payment provider immediately. You can dispute the charge as unauthorised or request a chargeback. Payment providers are obligated to investigate and can reverse charges if cancellation is documented.

Felix contact information and registered office

Use this address for formal cancellation notices and complaints. Stopee recommends sending written correspondence via registered mail to create a paper trail.

Felix Services Limited
Registered office address: [Information to be confirmed with current Companies House registry]

For the most current registered address and contact details, search the Felix Services Limited company number on the New Zealand Companies Office register at www.companiesoffice.govt.nz. This ensures your cancellation notice reaches the correct legal entity.

General customer support: Check the Felix app or website for the current support email address.

Final checklist before you cancel

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

• Document your current plan, pricing, and any service issues (screenshots, dates, descriptions).
• Confirm whether you subscribed via Felix app, Apple App Store, or Google Play.
• Take screenshots of your current account settings and billing cycle end date.
• Cancel through your subscription platform first (if applicable), then confirm with Felix in writing.
• Save all cancellation confirmation emails and in-app confirmations.
• If you believe you're owed a refund, submit a formal written request to Felix within 30 days, referencing the Consumer Guarantees Act.
• Monitor your bank or payment account for any charges after your billing cycle ends.
• If charged after cancellation, dispute immediately with your bank or payment provider.

Takeaway: you have more power than you think

Cancelling a subscription should not be stressful, and refunds are not a favour - they're your legal right when a service fails. New Zealand's consumer protection laws are strong, and companies like Felix cannot hide behind "non-refundable subscription" clauses if the service was faulty or misrepresented. Stopee has guided thousands of New Zealand consumers through exactly this process, and the outcome is often a successful cancellation or refund when the customer knows their rights and acts methodically. Document everything, send cancellation and refund requests in writing, and escalate to the Commerce Commission if the company refuses. You are in control here. Cancel with confidence.